Service Desk Team Leader

2 weeks ago

Bristol, United Kingdom Peaple Talent Full time

Job Title: Service Desk Team Leader

Reports To: Head of IT Service Delivery

Direct Reports: Service Desk Team (1st and 2nd Line Analysts)

Location: Portishead, Bristol

Job Purpose

The Service Desk Team Leader will lead a team of 1st and 2nd Line Service Desk Analysts to ensure outstanding IT support services for a subset of the company’s diverse customer base. This role focuses on maintaining high levels of service performance, productivity, and customer satisfaction. The successful candidate will act as a mentor, coach, and leader, supporting team members’ development and progression. Strong technical knowledge at a 2nd Line support level is essential for effective guidance and skills transfer.

Key Responsibilities

  • Team Leadership and Management
  • Oversee the daily resource plan to ensure adequate staffing and effective task allocation across the team.
  • Conduct monthly 1-to-1 meetings and manage the annual performance reviews for all team members.
  • Identify and address knowledge or skills gaps through training, mentoring, and collaboration with the internal Trainer.
  • Act as a role model and coach to foster a culture of excellence within the team.
  • Operational Excellence
  • Monitor team performance to ensure adherence to operational processes and procedures.
  • Act as the first point of escalation for complex or challenging issues within the team.
  • Perform Quality Assurance activities, including ticket reviews and phone conversation audits.
  • Contribute to high-demand periods by interacting with customers and resolving tickets directly.
  • Monitor SLA compliance, reprioritizing and escalating tickets to prevent breaches.
  • Continuous Improvement and Collaboration
  • Collaborate with other Service Desk Team Leaders to identify trends and implement service improvements.
  • Assist the Service Desk Manager in onboarding new clients, services, or processes.
  • Identify opportunities to enhance services and contribute to updates to the customer or global service catalogue.
  • Support problem management processes by identifying and analyzing recurring incidents.
  • Team Development and Culture
  • Participate in hiring, onboarding, and training activities for new team members.
  • Promote a positive working environment aligned with company values and culture.
  • Develop and implement personal development plans to support team progression.
  • Compliance and Policy Adherence
  • Follow all relevant company policies and procedures, including those related to Quality and Information Security Management Systems (ISO compliant).
  • Maintain compliance with industry regulations, employment laws, Data Protection, and Health and Safety requirements.

Person Specification

  • Required Experience and Skills
  • Leadership: Minimum 1 year of experience leading a Service Desk team.
  • Technical Expertise: At least 3 years of experience as a Service Desk Analyst, including exposure to 1st and 2nd Line support.
  • Service Levels: Proven ability to manage and adhere to contractual SLAs.
  • Coaching and Development: Experience mentoring team members and fostering growth.
  • ITSM Platforms: Familiarity with IT Service Management tools, preferably ServiceNow.
  • ITIL Knowledge: Understanding of ITIL processes and practices in a Service Desk environment.
  • Communication: Excellent written and verbal communication skills.
  • Problem-Solving: Logical, methodical approach to resolving issues.
  • Technical Proficiency: Skills aligned to 2nd Line support level.
  • Desired Skills and Certifications
  • Experience within a Managed Service Provider environment.
  • ITIL Foundation Certification.
  • Experience developing training and personal development plans.
  • Experience in problem analysis using incident data.

Key Attributes

  • Team-oriented leader with a passion for service excellence.
  • Proactive, organized, and detail-focused problem solver.
  • Adaptable and collaborative, able to thrive in a dynamic, fast-paced environment.

Company Values

As part of an ISO-compliant organization, you will uphold the company’s values and ensure adherence to best practices in Quality and Information Security Management. Join a supportive team that values growth, collaboration, and outstanding customer service.

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