Service Desk Team Lead

Service Desk Team Lead

Location: London Office (Soho Square) / Hybrid (3 days a week working from home)

Reporting to: Engineering Manager 

The role

As the Service Desk Team Leader, you will oversee the daily operations of the IT Service Desk, ensuring timely and effective support for internal users across multiple locations. You'll lead a team of Service Desk Agents, manage ticket flow, uphold service standards, and drive continuous improvement in both customer experience and technical delivery. Your leadership will be key to maintaining a high-performing, customer-focused support function.

Key Responsibilities:

•    Lead, coach, and mentor Helpdesk staff, conducting regular 1:1s and performance reviews.

•    Monitor ticket queues and ensure SLA compliance for first response and resolution times.

•    Delegate tasks effectively and ensure coverage across shifts and locations.

•    Oversee the service desk ticketing system (e.g., Freshservice), ensuring accurate logging, prioritization, and resolution of incidents and requests.

•    Collaborate with Infrastructure and Product teams to escalate and resolve complex issues.

•    Maintain and improve internal documentation, run books, and support guides.

•    Act as a point of escalation for service-affecting issues and major incidents.

•    Champion user satisfaction by proactively identifying and resolving recurring issues.

•    Support onboarding of new starters and ensure smooth tech setup experiences.

•    Participate in IT strategy discussions and contribute to service improvement initiatives.

•    Lead post-handover reviews and ensure operational readiness for new services.

We're looking for someone who:

-    Proven experience leading IT support teams in a medium to large enterprise environment. 
-    Excellent analytical, diagnostic, and troubleshooting skills. 
-    Ability to plan, organize, and prioritize effectively, delivering on commitments with minimal guidance. 
-    Clear, confident communicator with both technical and non-technical audiences. 
-    Calm, professional approach under pressure, committed to seeing issues through to resolution. 
-    Collaborative spirit and passion for building high-performing teams.

What you'll bring to the role:

•    Demonstrated success in leading, coaching, and developing Helpdesk or Service Desk teams. 

•    Strong understanding of IT Service Management (ITSM) principles, including hands-on experience with service desk tools (such as Freshservice), ticket management, and escalation processes. 

•    Ability to oversee daily operations, ensuring SLAs are met and service standards are upheld. 

•    A commitment to delivering outstanding customer service, proactively identifying and resolving recurring issues, and championing user satisfaction at every opportunity. 

•    Clear, confident communicator—able to engage effectively with technical and non-technical stakeholders, translate complex issues into everyday language, and build strong working relationships across the business. 

•    Strong analytical skills to monitor trends, identify root causes, and implement solutions that drive continuous improvement in service delivery and user experience. 

•    Ability to manage multiple priorities, delegate tasks effectively, and ensure coverage across shifts and locations in a fast-paced environment. 

•    Calm and professional approach under pressure, with a commitment to seeing issues through to resolution and supporting your team during challenging situations. 

•    Dedication to creating a welcoming, inclusive environment where every team member feels valued, supported, and able to contribute their best.

About Rightmove 

Our vision is to give everyone the belief they can make their move. We aim to make moving simpler, by giving everyone the best place to turn to and return to for access to the tools, expertise, trust and belief to make it happen.

We're home to the UK's largest choice of properties, and are the go-to destination for millions of people planning their next move, reading the latest industry news, or just browsing what's on the market.

Despite this growth, we've remained a friendly, supportive place to work, with employee #1 still working here  We've done this by placing the Rightmove How's at the heart of everything we do. These are the essential values that reflect our culture, and include:

• Be approachable and appreciate what others do
• Make complex things as simple as possible
• Build great teams, because Rightmove is people
• Drive improvement, we can always be better
• Share early, honestly and often
  

We believe in careers that open doors, and help our team develop by providing an open and inclusive work environment, offering ongoing training opportunities, and supporting charity fundraising events. And with 88% of Rightmovers saying we're a great place to work, we're clearly doing something right

If all this has caught your eye, you may well be a Rightmover in the making...  

What we offer

People are the foundation of Rightmove - We'll help you build a career on it.

• Cash plan for dental, optical and physio treatments
• Private Medical Insurance, Pension and Life Insurance, Employee Assistance Plan
• 27 days holiday plus two (paid) volunteering days a year to give back, and holiday buy schemes
• Hybrid working pattern with 2 days in office 
• Contributory stakeholder pension
• Life assurance at 4x your basic salary to a spouse, family member or other nominated person in your life
• Competitive compensation package 
• Paid leave for maternity, paternity, adoption & fertility
• Travel Loans, Bike to Work scheme, Rental Deposit Loan 
• Charitable contributions through Payroll Giving and donation matching 
• Access deals and discounts on things like travel, electronics, fashion, gym memberships, cinema discounts and more

As an Equal Opportunity Employer, Rightmove will never discriminate on the basis of age, disability, sex, race, religion or belief, gender reassignment, marriage/civil partnership, pregnancy/maternity, or sexual orientation.

At Rightmove, we believe that a diverse and inclusive workforce leads to better innovation, productivity, and overall success. We are committed to creating a welcoming and inclusive environment for all employees, regardless of their background or identity, to develop and promote a diverse culture that reflects the communities we serve.

Ultimately, we care much more about the person you are, and how you think and approach things, than a list of qualifications and buzzwords on a CV. Even if you can't say 'yes' to all the above, but are smart, self-motivated and passionate about Customer Care, then get in touch.