Service Desk Team Leader Hybrid

We’re looking for a Service Desk Team Leader to lead a team of Service Desk Engineers, ensuring excellent IT support across our UK & Ireland practices and central teams. You’ll play a key role in driving service excellence, developing people, and improving processes within a fast-paced technology environment.

• Leading, coaching and developing a team of Service Desk Engineers and Senior Engineers
• Managing day‑to‑day Service Desk operations, workloads and resource planning
• Ensuring service levels, processes and quality standards are consistently met
• Handling escalated incidents and driving issues through to resolution
• Monitoring ticket quality, compliance and performance metrics
• Supporting recruitment, onboarding, performance reviews and career development
• Working closely with IT teams, third‑party suppliers and project teams to ensure smooth delivery of change
• Contributing to the ongoing improvement of Service Desk processes, policies and customer experience
• Providing hands‑on support during peak periods when required

• Previous experience leading or managing an IT Service Desk team
• Proven success developing and motivating technical support professionals
• Strong understanding of ITIL Service Management principles
• Experience managing escalations and complex technical issues
• Background in Service Desk process improvement and operational excellence
• Experience with in a contact centre, service desk or technical support environment

You’ll have solid 2nd Line support experience across areas such as:

• Networking technologies (TCP/IP, DNS, DHCP, LAN/WAN, VPN)
• Remote support tools
• Cloud technologies (Azure AD, AWS, SaaS)
• VoIP and telephony solutions

• A people‑focused leader who enjoys coaching and developing others
• Customer‑centric with a passion for delivering outstanding service
• Calm under pressure and comfortable managing competing priorities
• An excellent communicator, able to build relationships across all levels of the business
• Organised, proactive and detail‑oriented
• A strong problem solver who thrives in a fast‑moving environment
• Committed to continuous improvement and service excellence

At IVC Evidensia, careers are built without limits. We invest in our people through learning, development, wellbeing and career progression opportunities, empowering our teams to make a real impact while supporting veterinary professionals who deliver exceptional care every day.

Ready to lead a high‑performing Service Desk team and help shape the future of IT support across a growing international organisation? We'd love to hear from you.

When you join us, you’ll benefit from:

• A role with real business impact supporting teams across the organisation
• Clear career pathways with progression opportunities within Central Functions and beyond
• Ongoing learning and development supported by tailored programmes and resources
• A collaborative, values‑led culture focused on care, innovation and continuous improvement
• Flexible working with a remote‑first working policy
• Cycle to Work scheme
• Green Cars salary sacrifice scheme
• Voluntary benefits: choose from a range of benefits to suit you
• Discounted staff pet care
• Access to discounts/cashback with hundreds of participating retailers

At IVC Evidensia we are committed to diversity, equality, inclusion and belonging. We welcome candidates from all minority and diverse groups. As a Disability Confident Employer, we are keen to hear from candidates with disabilities and long‑term health conditions and would be happy to discuss any reasonable adjustments needed during the recruitment process.