Service Desk Team Leader

This role is central to the effective delivery of service operations, ensuring customer requests are logged, coordinated, and completed in line with contractual Service Level Agreements (SLAs). You will act as a key link between customers, engineers, and internal departments, ensuring real-time communication, accurate system updates, financial control, and full compliance. The role also supports continuous improvement, performance management, and high standards of customer service.The role involves:Log and distribute service calls in line with SLAs and First Time Fix (FTF) targetsMonitor job scheduling, progress, and outstanding callsLiaise with site engineers to ensure timely responses and real-time updatesChase service updates where required to maintain visibility and performanceProvide weekly status reports to clients and managementAct as a key point of contact for customers, providing clear and timely updatesCommunicate job progress, delays, engineer reports, and non-completions effectivelyAttend continuous improvement meetings with partner customersProcess completed paperwork and action follow-on requirements.Maintain and update the Company’s maintenance software in line with complianceCollate PPM documentation and maintain accurate asset records, producing monthly asset listsComplete ad-hoc administrative duties as requiredEnsure completed calls are costed in accordance with contract termsGenerate and deliver client finance reports at monthly meetingsRaise purchase orders for subcontractors and remedial works, including sourcing partsProcess planned visit documentation and store appropriatelyProduce KPI reports and deliver at client meetingsSupport departmental performance management to ensure client requirements are achievedCarry out return-to-work interviews and assist with performance reviewsProvide training and support on company procedures and processes to ensure the team is working to the required standardsLiaise with other departments to maintain awareness of wider business projectsProvide resilience across the team and support other branches when requiredEnsure management requests are completed accurately and efficientlyKey experience / Qualifications:Industry knowledge is desirableExperience using CRM or maintenance management systemsKnowledge and Skills:Highly organised with the ability to manage multiple prioritiesExcellent written and verbal communication skills.Confident building strong working relationships with customers and colleaguesProactive, adaptable, and solution focusedCalm under pressure with strong problem-solving abilityStrong team player with a collaborative mindset.Excellent time management and attention to detail.Commitment to continuous learning and personal developmentWe will offer the following:A friendly and inclusive workplace where people are treated with respectSupport from a knowledgeable team committed to your developmentA culture that values integrity, continuous improvement and working together to deliver great resultsWorking hours: Monday – Friday, 8.00am – 5.00pm (permanent)Salary: £30,000 - £35,000 dependant on qualification, skills and experienceBenefits: Difference Maker Awards, Pension Scheme, Salary Sacrifice Pension Scheme, Holiday Buy Scheme, Life and Accident Insurance, Medical Cash Plan, Cycle to Work, 23 days holiday increasing to 27 days plus 8 bank holidays, Birthday holiday, Perks and Employee Assistance ProgramTo apply:please send your CV to careers@tis.co.ukPeople Department, TIS Ltd, Hamilton Way, Oakham Business Park, Mansfield, Notts NG18 5BU2025 Total Integrated Solutions Limited. #J-18808-Ljbffr