Service Desk Team Leader

6 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 support.

Monitor and ensure service desk ticket resolution in a timely and efficient manner.

Develop and maintain standard operating procedures for the service desk team.

Manage and escalate complex service desk issues to the appropriate teams or departments.

Coordinate with other teams and departments to ensure service delivery excellence.

Continuously identify and recommend improvements to service desk processes and procedures.

Develop and maintain metrics and reports to track service desk performance and customer satisfaction.

Participate in hiring, training and mentoring of new service desk agents.

**Requirements**:
Minimum of 5 years of experience in a service desk or technical support role

Excellent communication and interpersonal skills, with the ability to effectively communicate technical information to non-technical users

Strong analytical and problem-solving skills

Ability to work under pressure, prioritise tasks and meet deadlines.

Familiarity with service desk tools Hornbill Supportworks

In return for your knowledge and skills, we offer a vast range of staff benefits here at Islington such as:
up to 31 days leave per year with more for long service

A range of flexible working arrangements

Excellent pension scheme

Learning and development opportunities to maximise your potential

Local discounts from restaurants, shops, health and beauty therapists, and more

A mix of office and hybrid working

Staff support networks

Please visit Working for the council | Islington Council to find out more

Day to day management of the First Line Service Desk function

Ensure that the Service Desk is an excellent deliverer of Customer Service

Ensure that the call logging system is fit for purpose and is used effectively and efficiently by the team.

Be responsible for the operational management of call assignments within the Service Desk team and to other parts of ICT Shared Service as appropriate.

Undertake a weekly review of the First Line Service Desk call queues.

Assist with maintaining the inventory of Council computer assets and software licenses.

Discover, diagnose, and triage user’s problems effectively and efficiently.

Lead in the development of good customer service practices

Contribute to and deliver improvements that support the continuous improvement of processes and controls within the team, adopting ITIL best practices where possible.

Provide self-help and user guides for the ICT Customers to help reduce unnecessary direct contact with 3C ICT.

Maintain individual Personal Development Plans (PDPs) for each member of the Service Desk team.

Conduct regular surveys of users to determine effectiveness of ICT services, current examples are Annual Satisfaction and Call Closed Satisfaction Forms.

The post holder may be required to take part in an out-of-hours system support rota (for which an additional allowance will be made).

Undertake any other duties of a similar level and responsibility as may be required from time to time.

To undertake other duties commensurate to the grade of the post.



  • 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...


  • 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...


  • London, United Kingdom CV-Library Full time

    Service Desk Team Leader Perm London Up to £50,000pa Job Description: 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...


  • 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,...


  • 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,...


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

    This role is a great opportunity for an experienced IT Service Desk Operations Lead to join our team in SE Grand Rapids, MI. As a senior leader, you will be responsible for leading a team of technical service desk engineers to deliver high-quality service and support to clients.Key Performance Indicators:Improve service desk metrics that drive results.Foster...


  • 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...


  • 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...


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

    Job Title: Service Desk Team LeaderAbout the RoleWe are seeking an experienced and dynamic Service Desk Team Leader to lead our UK Tech Support team, delivering support to local and global SME businesses. The successful candidate will be passionate about technology, customer service, and leading high-performance teams.The ideal candidate will have at least 2...

  • 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...


  • London,, UK, 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...


  • 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...


  • 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...


  • London, Greater London, United Kingdom FPSG Connect Full time

    Job Summary:Seeking a Service Desk Operations Leader to manage a team of 4 in Hoddesdon offices.Main Duties:Lead the team in providing excellent IT Support servicesDevelop and implement process improvements to enhance service deliveryMentor and coach team members to achieve their full potentialEssential Requirements:At least 3 years' experience in IT Service...

  • 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...


  • 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...

  • Hedging Desk Europe

    6 months ago


    London, United Kingdom Peninsula Full time

    **DEPARTMENT/TEAM**: Hedging and Risk Management**: **LOCATION**: London**: **SUMMARY**: The Hedging Desk Team Leader has several duties including market analysis, business development, and trade strategy. The HD Team Leader is responsible for improving processes and procedures related to hedging, Take responsibility for the hedging desk positions by working...

  • Service Desk Lead

    2 days 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...