Service Desk Team Lead

1 month ago


West Midlands UK, UK, United Kingdom L&G Recruitment Full time

Minimum Qualifications:

  • Experience: 5-7 years in customer service technology, with Lead experience.
  • Skills: Strong communication, problem-solving, and organizational skills; ability to manage multiple tasks in high-pressure situations.
  • Education: High school diploma required; college degree preferred.


Key Responsibilities:

  1. Supervise and Manage Team: Oversee the Service Desk team’s performance, ensuring timely resolution of Incidents and Service Requests, and adherence to HR and IS policies.
  2. Performance Reviews: Conduct annual and semi-annual performance evaluations for Support Analysts, providing guidance and feedback for improvement.
  3. Incident Management: Monitor and prioritize Incidents, ensuring SLAs are met, quality is maintained, and escalations are handled appropriately.
  4. Customer Satisfaction: Follow up on customer dissatisfaction to identify issues and opportunities for service improvement.
  5. Collaboration & Reporting: Work with the Service Desk Manager to improve team performance, document activities, and generate reports as needed.


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