Service Desk Team Lead

3 days 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 succeed, you need to have previous experience of building cohesive teams, inspiring, motivating, and developing engineers at different levels, and improving service desk metrics that drive results. The salary for this role is set between £50,000- £55,000 per annum, plus excellent benefits and flexible working opportunities. You will need to be on-site 3 days a week at the Holborn offices.

Key Responsibilities:
  1. Team Leadership
    1. Lead and motivate the team to deliver best-in-class service, aligned with ITIL best practice.
    2. Coach, mentor, and manage team development, performance, and wellbeing.
    3. Drive a customer-obsessed culture and foster client relationships.
    4. Promote a culture of continuous learning and innovation.
    5. Assess team capabilities and identify areas of improvement.
    6. Work with other teams to ensure cross-functional collaboration.
    7. Promote the service desk as a core business asset to senior management.
  2. Operations and Service Delivery
    1. Assess and evolve service desk KPIs and ticket management.
    2. Allocate tickets effectively among the teams.
    3. Escalate client queries and resolve them efficiently.
    4. Review and improve existing service desk operational practices and processes.
    5. Identify and address client growth opportunities with the sales team.
    6. Report on client health and service desk performance.
    7. Perfect the customer journey and enable continuous improvement of customer service.
    8. Inform and advise senior management on service desk issues and concerns and provide data-driven suggestions for improvement.
Required Skills:
  1. A Bachelor's degree or equivalent of hands-on experience.
  2. Previous solid experience of managing service desk operations, preferably in an MSP environment.
  3. Excellent knowledge of IT service management principles and practices, such as ITIL.
  4. Experience of successful management and development of teams within a customer services business.
  5. Strong communication skills, both verbal and written.
  6. Credible and an inspiring leader.
  7. Positive with the ability to motivate people.
  8. Team orientated - understands the success is built through people.
  9. A customer-centric and service-oriented mindset.
  10. A natural problem solver.

  • IT Service Desk Team Lead

    2 months ago

    London, Greater London, United Kingdom Thomson Keene Full time

    Job Title: IT Service Desk Team LeadWe are seeking a highly skilled IT Service Desk Team Lead to join our team at Thomson Keene. As a key member of our IT department, you will be responsible for leading the development and maturation of our IT Service Desk function.Key Responsibilities:Drive the development of the IT Service Desk function with a...

  • IT Service Desk Team Lead

    2 months ago

    London, Greater London, United Kingdom Thomson Keene Full time

    Job Title: IT Service Desk Team LeadWe are seeking a highly skilled IT Service Desk Team Lead to join our team at Thomson Keene. As a key member of our IT department, you will be responsible for leading the development and maturation of our IT Service Desk function.Key Responsibilities:Drive the development of the IT Service Desk function with a...

  • Service Desk Team Lead

    4 weeks ago

    London, Greater London, United Kingdom Onyx-Conseil Full time

    EMEA Service Desk Team Lead | London | Contract to PermJob Title: Service Desk Team Lead (EMEA)Contract Duration: 6 months, with a view to convert to permanentJob Summary:We are seeking a proactive and collaborative Service Desk Team Lead to lead our EMEA support operations, ensuring effective delivery of IT services to 700-850 users.Key...

  • Service Desk Team Lead

    4 weeks ago

    London, Greater London, United Kingdom Onyx-Conseil Full time

    EMEA Service Desk Team Lead | London | Contract to PermJob Title: Service Desk Team Lead (EMEA)Contract Duration: 6 months, with a view to convert to permanentJob Summary:We are seeking a proactive and collaborative Service Desk Team Lead to lead our EMEA support operations, ensuring effective delivery of IT services to 700-850 users.Key...

  • IT Service Desk Team Lead

    3 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,...

  • IT Service Desk Team Lead

    2 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 Lead

    4 weeks ago

    London, Greater London, United Kingdom Onyx-Conseil Full time

    EMEA Service Desk Team Lead | London | Contract to PermJob Title: Service Desk Team Lead (EMEA)Contract Duration: 6 months, with a view to convert to permanentJob Summary:We are seeking a proactive and collaborative Service Desk Team Lead to lead our EMEA support operations, ensuring effective delivery of IT services to 700-850 users.Key...

  • Service Desk Team Lead

    4 weeks ago

    London, Greater London, United Kingdom Onyx-Conseil Full time

    EMEA Service Desk Team Lead | London | Contract to PermJob Title: Service Desk Team Lead (EMEA)Contract Duration: 6 months, with a view to convert to permanentJob Summary:We are seeking a proactive and collaborative Service Desk Team Lead to lead our EMEA support operations, ensuring effective delivery of IT services to 700-850 users.Key...

  • Service Desk Team Lead

    4 weeks ago

    London, Greater London, United Kingdom BCT Resourcing Full time

    Job Title: Service Desk Team LeadJoin a global business as they continue to grow and expand across EMEA. We are seeking a proactive and collaborative Service Desk Team Lead to lead our EMEA support operations, ensuring effective delivery of IT services to 700-850 users.Role OverviewThe Service Desk Team Lead will manage a regional team to provide first-class...

  • Service Desk Team Lead

    4 weeks ago

    London, Greater London, United Kingdom BCT Resourcing Full time

    Job Title: Service Desk Team LeadJoin a global business as they continue to grow and expand across EMEA. We are seeking a proactive and collaborative Service Desk Team Lead to lead our EMEA support operations, ensuring effective delivery of IT services to 700-850 users.Role OverviewThe Service Desk Team Lead will manage a regional team to provide first-class...

  • Service Desk Team Lead

    4 weeks ago

    London, Greater London, United Kingdom Oliver James Associates Ltd. Full time

    Job Title: Service Desk Team LeadOliver James Associates Ltd. is seeking a highly skilled Service Desk Team Lead to lead their EMEA support operations, ensuring effective delivery of IT services to 700-850 users.Key Responsibilities:Manage a regional team to provide first-class IT support, focusing on both business-as-usual (BAU) operations and strategic...

  • Service Desk Team Lead

    4 weeks ago

    London, Greater London, United Kingdom Oliver James Associates Ltd. Full time

    Job Title: Service Desk Team LeadOliver James Associates Ltd. is seeking a highly skilled Service Desk Team Lead to lead their EMEA support operations, ensuring effective delivery of IT services to 700-850 users.Key Responsibilities:Manage a regional team to provide first-class IT support, focusing on both business-as-usual (BAU) operations and strategic...

  • Service Desk Lead

    4 weeks ago

    London, Greater London, United Kingdom Cognizant Full time

    Service Desk Lead Opportunity at CognizantCognizant Infrastructure Services is seeking a highly skilled Service Desk Lead to join our team. As a Service Desk Shift Lead, you will be part of a global service desk providing 24/7/365 support.Key Responsibilities:Monitor service levels and dashboards proactively to ensure timely resolution of tickets in line...

  • Service Desk Lead

    4 weeks ago

    London, Greater London, United Kingdom Cognizant Full time

    Service Desk Lead Opportunity at CognizantCognizant Infrastructure Services is seeking a highly skilled Service Desk Lead to join our team. As a Service Desk Shift Lead, you will be part of a global service desk providing 24/7/365 support.Key Responsibilities:Monitor service levels and dashboards proactively to ensure timely resolution of tickets in line...

  • Service Desk Team Lead

    1 month ago

    London, Greater London, United Kingdom Air IT Limited Full time

    About the RoleWe're seeking a highly skilled and experienced Service Desk Team Leader to join our team at Air IT Limited. As a key member of our support team, you'll be responsible for leading a team of technical engineers, ensuring they deliver exceptional IT support to our clients.In this hands-on leadership role, you'll be proactive in supporting and...

  • Service Desk Team Lead

    1 month ago

    London, Greater London, United Kingdom Air IT Limited Full time

    About the RoleWe're seeking a highly skilled and experienced Service Desk Team Leader to join our team at Air IT Limited. As a key member of our support team, you'll be responsible for leading a team of technical engineers, ensuring they deliver exceptional IT support to our clients.In this hands-on leadership role, you'll be proactive in supporting and...

  • Service Desk Manager Lead

    3 weeks ago

    London, Greater London, United Kingdom With Intelligence Full time

    Service Desk Manager Job DescriptionWe are seeking a highly skilled and experienced Service Desk Manager to lead our IT support services team. This role is crucial in ensuring that our IT support services are delivered efficiently and effectively, meeting the needs of our internal users and occasionally external clients.As the Service Desk Manager, you will...

  • Digital Service Desk Team Lead

    4 weeks ago

    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 ideal candidate will be passionate about technology, customer service, and leading high-performance teams.Key ResponsibilitiesMentor and develop team...

  • Digital Service Desk Team Lead

    4 weeks ago

    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 ideal candidate will be passionate about technology, customer service, and leading high-performance teams.Key ResponsibilitiesMentor and develop team...

  • Digital Service Desk Team Lead

    1 month ago

    London, Greater London, United Kingdom Air IT Limited Full time

    About Air IT LimitedWe're a dynamic and ambitious MSP with a rich history and expertise in providing a wide range of services. Our goal is to deliver exceptional IT support to our clients, and we're looking for a skilled Service Desk Team Leader to join our team.The RoleAs the Service Desk Team Leader, you'll be responsible for managing a team of Technical...