Service Desk Team Lead

1 month ago

Greater London, United Kingdom totality services Full time

Job Description - Service Desk Team Lead


We are seeking a highly organized and client-focused Service Desk Team Lead to serve as the primary liaison between our service technicians and clients. As the Service Desk Lead Manager, you will play a crucial role in ensuring effective communication and exceptional service delivery. We are looking for an energetic, outgoing, and patient candidate who demonstrates strong organisational skills.


Responsibilities :


  • Serve as the client advocate, maintaining regular communication with clients to keep them informed about incident progress and notify them of any impending changes or agreed outages.
  • Act as the single point of contact for all types of service requests, promptly addressing client inquiries and concerns.
  • Collect necessary information from clients and accurately create and update service tickets in our ticketing system.
  • Prioritise service incidents and dispatch tickets to engineers following established procedures.
  • Including assign service tickets to the appropriate IT technicians or teams based on their expertise, workload, and location.
  • Manage engineer schedules to ensure efficient service delivery and maximize the utilisation of billable resources.
  • Monitor resource schedules to ensure prompt time entry for service requests.
  • Collaborate with peers and other business units to resolve service issues in a timely fashion.
  • Effectively manage multiple service ticket boards.
  • Communicate technical resolutions clearly, concisely, and precisely, both verbally and in writing.
  • Ensure customer satisfaction through continuous status updates and information sharing.
  • Input problem descriptions and resolutions into our standardised company support centre application.
  • Improve client service, perception, and satisfaction by developing and managing internal and external support documentation.
  • Demonstrate the ability to work collaboratively in a team and communicate effectively.
  • Continuously review and improve dispatching processes and workflows to enhance efficiency and customer satisfaction.
  • Update and maintain accurate records of service requests, resolutions, and client interactions in the ticketing system or other designated toolsets.
  • Escalate high-priority or complex incidents to senior IT staff or management, as necessary.
  • Monitor the progress of service tickets, ensuring that all incidents are being addressed within the agreed-upon service level agreements (SLAs).
  • Coordinate and schedule on-site visits or remote support sessions for IT technicians as required.
  • Prioritise and categorise service tickets based on urgency, impact, and available resources.



Knowledge, Skills, Abilities, Qualifications:


  • Strong work ethic with a keen attention to detail.
  • Must possess strong interpersonal skills, including telephony skills, communication skills, active listening, and client care.
  • Provides exceptional customer service by actively listening, showing empathy, and paying attention to detail. Proactively follows up on problems and anticipates customer concerns.
  • Ability to match technical resources with specific technical issues.
  • Demonstrates adaptability to quickly respond to a changing work environment.
  • Self-motivated and able to perform effectively in a fast-paced, high-volume environment.
  • Relevant work experience in a Help Desk/Service role is highly desirable and will be given extra consideration.
  • Familiarity with the following IT systems is a plus: ConnectWise, BrightGauge, IT Glue.
  • Knowledge of IT infrastructure and equipment preferred, including PCs, servers, switches, routers, etc.


At totality services, we celebrate diversity and are committed to creating an inclusive environment for all employees. We believe that equality is the cornerstone of innovation and success. We welcome applicants from all backgrounds to bring their authentic selves, unique perspectives, and talents to our team. Together, we strive to build a workplace where everyone feels valued and empowered.

  • Service Desk Team Lead

    1 month ago

    Greater London, United Kingdom totality services Full time

    Job Description - Service Desk Team LeadWe are seeking a highly organized and client-focused Service Desk Team Lead to serve as the primary liaison between our service technicians and clients. As the Service Desk Lead Manager, you will play a crucial role in ensuring effective communication and exceptional service delivery. We are looking for an energetic,...

  • Service Desk Team Lead

    1 month ago

    Greater London, United Kingdom totality services Full time

    Job Description - Service Desk Team LeadWe are seeking a highly organized and client-focused Service Desk Team Lead to serve as the primary liaison between our service technicians and clients. As the Service Desk Lead Manager, you will play a crucial role in ensuring effective communication and exceptional service delivery. We are looking for an energetic,...

  • Service Desk Team Lead

    6 days ago

    London, United Kingdom Talentbank Technology Full time

    Service Desk Team Lead - 3 months - Central London - Inside IR35 An experienced Service Desk Team Lead/Service Desk Manager is sought for an initial 3-month contract based at our client's head office in Central London. The client is currently undergoing a period of reorganisation and require an experienced Service Desk Team Lead/Service Desk Manager to...

  • IT Service Desk Team Lead

    6 days ago

    London, United Kingdom Ashdown Group Full time

    An established and globally renowned industry leader is seeking a proven IT Service Desk Team Lead to manage the service desk function and co-ordinate major incidents for the organisation. This is a **hybrid role** with a minimum of 3 days per week in their London (Paddington) office. In order to be suitable for this role you must have proven experience in...

  • IT Service Desk Team Lead

    7 months ago

    London, United Kingdom Oliver James Associates Full time

    **Job Advert: IT Service Desk Team Lead**: Our client, a leading company in the Banking industry, and one of the fastest growing UK Challenger Banks, are currently seeking a dedicated and experienced IT Service Desk Team Lead to join their IT department. This is an exciting opportunity to join a specialist Bank undergoing significant growth, this is a bank...

  • Service Desk Team Lead

    2 days ago

    London, United Kingdom Arc IT Recruitment Full time

    Service Desk Team Lead London/hybrid £45K + Excellent Benefits - ITIL, Windows, Active Directory, O365_ - this will be a hybrid working role. Key accountabilities: - Ensure that tickets are managed through to resolution or escalation - Ensure compliance with existing Service Desk processes, and to develop/document processes where those are missing or need...

  • IT Service Desk Team Lead

    2 days ago

    London, United Kingdom Addison Lee Full time

    An exciting opportunity has become available for a Service Desk Team Leader within the IT Ops department, responsible for managing the 24x7 Service Desk function and coordinating major incidents for Addison Lee. Our service desk is the single point of contact for all internal staff when they have an IT problem or a new request. As the Service Desk Team...

  • Service Desk Team Lead

    2 weeks ago

    London, United Kingdom Ashdown Group Careers Full time

    A growing business based in West London is seeking a technically adept and hands-on IT Service Desk Team Lead to oversee the IT Helpdesk, ensuring efficient and effective IT support to all users globally. You'll provide guidance and support to the Helpdesk Team to ensure high levels of performance, whilst developing and implementing policies, procedures,...

  • Service Desk Team Lead

    2 months ago

    London, United Kingdom Fitzrovia IT Limited Full time

    A leading MSP based in Central London seeks to bring in an experienced IT Team Leader to join its Highly Accredited UK Help Desk operations. Responsibilities include working alongside the Help Desk Manager and other Team Leaders and leading the Escalations team of Service Desk engineers and encouraging team input. Overall, the Help Desk consists of 25...

  • Service Desk Team Lead

    2 months ago

    London, United Kingdom Fitzrovia IT Limited Full time

    A leading MSP based in Central London seeks to bring in an experienced IT Team Leader to join its Highly Accredited UK Help Desk operations. Responsibilities include working alongside the Help Desk Manager and other Team Leaders and leading the Escalations team of Service Desk engineers and encouraging team input. Overall, the Help Desk consists of 25...

  • Service Desk Team Lead

    2 months ago

    London, United Kingdom Fitzrovia IT Limited Full time

    A leading MSP based in Central London seeks to bring in an experienced IT Team Leader to join its Highly Accredited UK Help Desk operations. Responsibilities include working alongside the Help Desk Manager and other Team Leaders and leading the Escalations team of Service Desk engineers and encouraging team input. Overall, the Help Desk consists of 25...

  • Service Desk Team Lead

    2 months ago

    London, United Kingdom Fitzrovia IT Limited Full time

    A leading MSP based in Central London seeks to bring in an experienced IT Team Leader to join its Highly Accredited UK Help Desk operations.Responsibilities include working alongside the Help Desk Manager and other Team Leaders and leading the Escalations team of Service Desk engineers and encouraging team input.Overall, the Help Desk consists of 25...

  • Service Desk Team Lead

    5 days ago

    London, Greater London, United Kingdom Pareto FM Full time

    About the JobWe are looking for a Service Desk Team Lead to join our team at Pareto FM. In this role, you will be responsible for leading our service desk team and ensuring the smooth operation of our helpdesk services.Your primary responsibility will be to monitor the facilities helpdesk email inbox, promptly logging all incoming service requests or issues,...

  • Service Desk Team Lead

    6 days ago

    London, United Kingdom ARC IT Recruitment Full time

    _ITIL, Windows, Active Directory, O365_ Key accountabilities: - Ensure that tickets are managed through to resolution or escalation - Ensure compliance with existing Service Desk processes, and to develop/document processes where those are missing or need updating. - Ensure that VIP and escalated tickets are reviewed daily, that all other work-in-progress...

  • Service Desk Lead

    2 weeks ago

    London, Greater London, United Kingdom TeamLogic IT, SE Grand Rapids, MI Full time

    Job OverviewThis is a leadership role that requires a people-orientated professional with experience in managing technical service desk engineers to deliver an outstanding customer experience. The successful candidate will lead the London-based team and collaborate with service desk leaders in Kuala Lumpur to ensure smooth delivery of global 24/7 service...

  • IT Service Desk Lead

    5 days ago

    London, Greater London, United Kingdom TeamLogic IT, SE Grand Rapids, MI Full time

    Job DescriptionThis role will suit a talented people-orientated professional, with experience of leading technical service desk engineers (1st - 3rd Line Support Engineers) to deliver an outstanding customer experience. Reporting to the Head of Managed Services, you will lead the London based team and collaborate with the service desk leaders in Kuala...

  • Service Desk Team Lead

    2 months ago

    London Area, United Kingdom Fitzrovia IT Limited Full time

    A leading MSP based in Central London seeks to bring in an experienced IT Team Leader to join its Highly Accredited UK Help Desk operations.Responsibilities include working alongside the Help Desk Manager and other Team Leaders and leading the Escalations team of Service Desk engineers and encouraging team input.Overall, the Help Desk consists of 25...

  • Service Desk Team Lead

    2 months ago

    London Area, United Kingdom Fitzrovia IT Limited Full time

    A leading MSP based in Central London seeks to bring in an experienced IT Team Leader to join its Highly Accredited UK Help Desk operations.Responsibilities include working alongside the Help Desk Manager and other Team Leaders and leading the Escalations team of Service Desk engineers and encouraging team input.Overall, the Help Desk consists of 25...

  • Service Desk Team Lead

    2 months ago

    London Area, United Kingdom Fitzrovia IT Limited Full time

    A leading MSP based in Central London seeks to bring in an experienced IT Team Leader to join its Highly Accredited UK Help Desk operations. Responsibilities include working alongside the Help Desk Manager and other Team Leaders and leading the Escalations team of Service Desk engineers and encouraging team input. Overall, the Help Desk consists of 25...

  • Service Desk Team Lead

    6 days ago

    London, United Kingdom McArthurGlen Full time

    **What you'll be doing...** To provide oversight, day to day support, co-ordination and appropriate distribution of the incoming workload and ongoing work-in progress of the IT Service Desk. - Ensure that tickets are managed through to resolution or escalation by the team or passed to other resolver groups. - Ensure compliance with existing Service Desk...