Service Desk Team Leader

5 months ago

London, United Kingdom Air IT Full time

**Service Desk Team Leader**

We’re Air IT, an incredible MSP with the history and expertise to provide an amazing array of services and a bright future ahead of us.

We’ve grown a lot since our beginning back in 2005. We’re proud to have brought together nine leading companies as a family, with more on the horizon. Now, with an office presence across the UK, we are extremely honoured to have been recognised with a range of regional, national and industry awards for growth, innovation, dedication and success throughout our journey.

Excited for our future, we’ve got a great mission and vision and a clearly defined strategy to empower our teams and make sure we can bring out the best in our people to provide unrivalled IT and Cyber Security support, solutions and services to local SMEs, nationwide. And this is where you come in.

We’re now looking for a Service Desk Team Leader to join us, adding to our pool of knowledge and delivering great results for our clients.

**The Role**

As the Service Desk Team Leader, you’ll be taking charge of a service desk team, ensuring the deliver great IT support to their end users.

In this a hands-on team lead role, you’ll be proactive in the support and encouragement you provide, making sure that morale is high, and the workplace is enjoyable and friendly for the whole team.

You’ll ensure that everyone is an effective team member and KPIs, SLAs and customer satisfaction targets and consistently achieved.

**Additionally, your role will involve**:

- Performance management of Technical Engineers
- Required to take calls and actions tickets if & when necessary
- Building client relationships
- Managing escalations
- Developing training plans that incorporate client requirements and the product roadmap
- Regularly quality checking tickets and calls
- Identifying risks within the team and taking steps to mitigate them

As part of your role, you will be required to take part in an out of hours management escalation process when required.

**About You**

To join us as the Service Desk Team Leader, you will need:

- Experience in a similar position, managing between 12-16 engineers
- An understanding of support tools, techniques, and how technology is used to provide services
- Previous experience of technical Service Desk management
- Ability to multitask and encourage teamwork

**The Benefits**
- Attractive remuneration packages
- Flexible, hybrid working
- 25 days annual leave + bank holidays with the option to buy and sell up to 5 days.
- Private medical insurance or the option to buy into scheme.
- Free flu jabs
- Tiered pension
- Perks including quarterly and annual staff awards, funded social events, referral bonuses.
- Excellent learning and development opportunities
- Green travel scheme
- Technology vouchers

We are a team that radiates strength, constantly evolving, ready for the next phase in our evolution. A big focus for us is growing together and we believe that fantastic opportunities for personal growth are key to this, offering job security, career progression, help and support. A sneak peek will show you that we also put an emphasis on the fun side of our business, celebrating the commitment and hard work our teams have put in.

So, if you have in-depth knowledge of support process, tools and techniques, this is your chance to get on board with an ambitious and successful business as we push on making a big impact in our industry sector.

Other organisations may call this role IT Support Team Leader, Helpdesk Team Leader, Service Desk Support Team Leader, Technical Support Team Leader, or Senior Service Desk Technician.

Air IT are equal opportunities employers, who value diversity and are strongly committed to providing equal employment opportunities for all and so please let us know if you require any reasonable adjustments at any point in the recruitment process. We believe this is the only acceptable way to conduct business and the more inclusive our environments are, the better our work will be.

  • Service Desk Team Leader

    5 months ago

    London, United Kingdom Islington Council Full time

    We are seeking a Service Desk Team Leader to join the IDS Service Desk. As the Service Desk Team Leader, you will be responsible for leading a team of service analysts in providing excellent customer service and technical support to our stakeholders. Lead, manage and motivate the service desk team to deliver high-quality customer service and technical...

  • Service Desk Team Leader

    5 months ago

    London, United Kingdom Air IT Full time

    **Service Desk Team Leader** **At Air IT we believe it’s in everyone's interests to work flexibly. That's why we have introduced a 4 day week (compressed hours) or 9 day fortnight in addition to a standard 5 day 37.5 hour week. All three options are available to joiners at Air IT.** We’re Air IT, an incredible MSP with the history and expertise to...

  • IT Service Desk Team Leader

    5 months ago

    London, United Kingdom Frasers Group Full time

    Company Description At Frasers Group we’re rethinking retail. Through digital innovation and unique store experiences, we’re serving our consumers with the world’s best sports, premium and luxury brands globally. As a leader in the industry, we’re elevating the retail experience for our consumers through our collection of established brands,...

  • IT Service Desk Team Leader

    5 months ago

    London, United Kingdom Frasers Group Full time

    Company Description At Frasers Group we’re rethinking retail. Through digital innovation and unique store experiences, we’re serving our consumers with the world’s best sports, premium and luxury brands globally. As a leader in the industry, we’re elevating the retail experience for our consumers through our collection of established brands,...

  • Service Desk Team Leader

    5 months 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...

  • Service Desk Team Leader

    6 months ago

    London, United Kingdom Wanstor Full time

    **Description**: **Summary** Excellent career opportunity to develop your IT career into a management role. The Service Desk Team Leader role is responsible for managing the operation of the Service Desk. This role is crucial to ensuring customer requirements are met regarding the communication about, prioritisation, escalation, and resolution of incidents...

  • Service Desk Team Leader

    5 months ago

    London, United Kingdom Proactive IT Full time

    10368SR £45k - 55k per year + bonus + benefits Service Desk Team Leader We are working in partnership with a new customer of ours. They are a fantastic organisation, steeped in history in the financial services sector. ABOUT THE OPPORTUNITY We are looking for a Service Desk Manager to lead a team of circa 4 individuals providing a blend of Level 1 and...

  • IT Service Desk Team Leader

    5 months ago

    London, United Kingdom Charles Tyrwhitt Full time

    Location- London- Discipline: - Contact Centre- Job type: - New Position- Job ref: - 009902- Published: - about 1 hour ago**The Role** At Charles Tyrwhitt our purpose is to “Make it easy for men to dress well” and we can’t do that without our specialist teams. This time, we’re on the lookout for an IT Service Desk Team Leader who will be working...

  • ICT Service Desk Team Leader

    4 weeks ago

    London, Greater London, United Kingdom https:www.energyjobline.comsitemap Full time

    Service Desk Lead OpportunityA highly successful, award-winning Law firm with offices in the UK & Europe is seeking a Service Desk Lead to join their Central London office.This is a cutting-edge technology environment with a good project stream, flexible hybrid working, good progression and development opportunities, and a great friendly professional company...

  • IT Service Desk Team Lead

    4 weeks ago

    London, Greater London, United Kingdom https:jobs-redefined.cositemap Full time

    pMeltwater is seeking an experienced IT Service Desk Manager to lead the EMEA IT Service Desk team. The IT Service Desk Manager is responsible for overseeing daily operations, ensuring high levels of customer satisfaction, and coordinating with IT leaders and the team to provide a world-class experience to the business./ph2Key Responsibilities/h2ulliLead,...

  • Service Desk Team Lead

    2 weeks ago

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

    This role will be ideal for an experienced people-orientated professional, who has led technical service desk engineers to deliver an outstanding customer experience. Reporting to the Head of Managed Services, you will lead the London-based team and work with service desk leaders in Kuala Lumpur to ensure smooth global 24/7 service desk operations. To...

  • IT Service Desk Team Lead

    3 weeks ago

    London, Greater London, United Kingdom Meltwater Full time

    Meltwater is seeking an experienced IT Service Desk Manager to lead the EMEA IT Service Desk team. The IT Service Desk Manager is responsible for overseeing daily operations, ensuring high levels of customer satisfaction. They will coordinate with IT leaders and team members to provide a world-class experience to the business.Key ResponsibilitiesLead,...

  • Service Desk Team Leader

    4 weeks ago

    London, Greater London, United Kingdom Vertex IT Solutions Ltd Full time

    Job Title: Service Desk Team LeaderJob SummaryWe are seeking an experienced Service Desk Team Leader to lead our UK Tech Support team, delivering exceptional support to local and global SME businesses. The ideal candidate will be passionate about technology, customer service, and leading high-performance teams.Key ResponsibilitiesMentor and develop team...

  • IT Service Desk Team Lead

    4 weeks ago

    London Area, United Kingdom Thomson Keene Full time

    IT Service Desk LeadThomson Keene is seeking a highly skilled IT Service Desk Lead to join our team. As a key member of our IT department, you will be responsible for developing and maturing the IT Service Desk function, driving customer-centric service delivery, and building strong relationships across the business and IT teams.Key Responsibilities:Develop...

  • Service Desk Team Lead

    2 weeks 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 weeks 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

    1 week 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 weeks 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

    1 week 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 weeks 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...