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IT ServiceDesk Team Leader

3 months ago

Dudley, Dudley, United Kingdom Tosca Full time

Looking for FUN + PURPOSE in your career and employer? Check out Tosca We are revolutionizing the supply chain through sustainable solutions that protect perishable goods while serving planet Earth.

Our vision is to help realize a future where all one-way packaging is converted to reusable containers.


Submit your CV and any additional required information after you have read this description by clicking on the application button.

To strengthen its IT team in

The United Kingdom , Tosca is looking for a

IT ServiceDesk Team Leader

Your responsibilities:
Lead, coach, and mentor a team of service desk analysts across shifts and locations
Conduct regular team meetings to review performance, provide updates, and address any concerns
Foster a positive and collaborative team environment.
Oversee the day-to-day operations of the service desk, ensuring adherence to ITIL processes and SLAs.
Ensure accurate incident logging, tracking, and reporting using the service desk tools.
Manage escalated incidents, driving timely resolution working with internal support teams and vendors.
Lead by example a customer focused culture and attitude within the team.
Implement and maintain service desk procedures, knowledge management, and continual improvement initiatives.
Monitor and report service desk performance metrics (e.g., call volumes, resolution times, customer satisfaction) and drive improvement actions.
Technical support
Provide technical guidance and support to the service desk analysts.
Assist with complex technical issues when needed.

Your profile:


Bachelor's degree with a minimum of 5-10 years' experience or a Master's degree with a minimum of 5 years' experience.

Proven experience in IT service desk operations, incident management, and team leadership.
Ability to work with cross-functional teams across multiple regions and cultures.
Excellent communication, customer service, and interpersonal skills.
Strong understanding of ITIL service management processes and best practices (ITIL certification is a plus).

Proficient in Microsoft technologies, including Office Suite (O365, TEAMS, SharePoint, etc.), Microsoft operating systems, Windows Service, Active Directory, desktop applications, and computer and laptop deployments.

Demonstrated ability to understand technological issues and systems and communicate technical concepts/solutions to both technical and non-technical audiences.
Proficiency in service desk tools, knowledge management systems, and reporting.
Strong problem-solving and analytical skills to drive continuous improvement.
Fluency in English, with proficiency in additional European languages (e.g., Dutch, German) preferred.

Our offer:
You will have a permanent contract with a competitive remuneration package in line with your knowledge and experience.

We continuously invest in your personal and professional development through our training & coaching programs.

You will join a dynamic and fast growing company that is part of a strong international group.

We take pride in our green service and encourage our employees to participate in our growth and help us co-define the path to success.

You will work in a fun environment with a supportive team that cares about each other and encourages collaboration at all levels.

Interested in joining our team?
Tosca cultivates a tight-knit team of smart people who care about their work and their colleagues.

We believe this is a really exciting opportunity for someone who is up for a fast-paced challenge and is eager to become an integral member of our team.

So send us your CV and your letter of motivation in English.

We're looking forward to meeting you

We value diversity and equal opportunity.

Applicants are welcomed on the basis of their individual merits as we do not discriminate on the grounds of age, sex, disability, ethnic or racial origin, religion or belief, or sexual orientation.

With both customers and employees around the world, we are committed to ensuring our team reflects the unique communities around us.

External recruitment services/agencies will not be used for this position.