Service Desk Team Leader

4 weeks ago


London, United Kingdom Ashdown Group Full time

Working closely with the Service Desk Manager, you will directly manage 5 1st line Helpdesk Analysts and ensure the 16 person service desk provides a great service. You will have experience with ITIL best practice, call queue management and meeting SLAs, and will drive a culture of continuous improvement and delighting customers.

In this role, you will ensure call volume targets are met and will help the team to escalate calls more efficiently. You will be responsible for 1-2-1’s, annual reviews and personal development plans. You will report on and improve key service desk performance metrics and ensure KPIs set for technical staff are met on a daily basis, including time logging, tickets logged/resolved and customer satisfaction scores.

This is an exciting opportunity for an accomplished Service Desk Team Leader to join a business that offers a clearly defined career path and great benefits.



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