Service Desk Team Leader

Service Desk Team Leader

A Service Desk Team Leader is required to manage IT support tickets, SLAs, engineers and client communication within a fast-paced technology consultancy.

If you’ve also worked in the following roles, we’d also like to hear from you: IT Service Desk Team Leader, IT Support Team Leader, Helpdesk Team Leader, Technical Support Team Leader, IT Helpdesk Team Leader, IT Helpdesk Manager, Service Desk Supervisor, IT Support Supervisor, Help Desk Manager, Service Desk Coordinator, Helpdesk Supervisor, Service Desk Manager

SALARY: £45,000 to £50,000 per annum + Benefits

LOCATION: Hybrid. Working 3 days from the City of London office (Faringdon / Chancery Lane EC1N) and 2 days from home

JOB TYPE: Full-Time, Permanent

We have a fantastic new job opportunity for a Service Desk Team Leader to join a growing IT support team within a technology consultancy.

As the Service Desk Team Leader you will act as the central hub for incoming support requests, ensuring tickets are prioritised, assigned, progressed and resolved in line with service level agreements.

The Service Desk Team Leader will also support incident handling, client communication, reporting, process improvement and day-to-day team leadership, including coaching, performance reviews and escalation management.

This role would suit someone organised, customer-focused and confident working in a fast-paced service desk environment where clear communication, accountability and service quality matter.

Your duties as the Service Desk Team Leader include:

• Ticket Management: Receive, prioritise and dispatch incoming service tickets to appropriate IT support personnel based on issue complexity, urgency, skillset and availability
• SLA Monitoring: Monitor ticket queues, engineer workloads and service level agreements to support timely resolution and effective client service
• Client Communication: Gather information from clients, provide clear updates and ensure queries and issues are addressed promptly and professionally
• Incident Handling: Manage and coordinate incidents according to established processes, including logging, tracking progress and maintaining communication with involved parties
• Engineer Coordination: Assign tickets, coordinate engineer calls and step in to provide immediate support when engineers are unavailable
• Reporting and Metrics: Produce reports on ticket status, trends and key performance indicators for management review
• Process Improvement: Identify areas for service delivery improvement and help implement practical solutions that enhance team performance
• Team Leadership: Act as an escalation point, coach junior staff, identify risks and support performance reviews, absence management and one-to-ones

• Bachelor’s degree in Computer Science or a related field, or equivalent work experience
• Proven experience in a similar dispatcher or team leader role, preferably within an MSP
• Strong understanding of IT support processes and terminology
• Exceptional organisational skills and attention to detail
• Excellent communication and interpersonal skills, with a strong customer service focus
• Ability to build and maintain a culture of accountability and collaboration within the team
• Ability to multitask and prioritise effectively in a fast-paced environment
• Proficiency using helpdesk ticketing systems, including Fresh Service

• Formal qualifications or training in management, leadership, coaching or mentoring
• Service Desk Institute or ITIL knowledge or certificate

• A role with influence in a growing part of the business
• Supportive team environment with space to grow
• Regular career progression
• 21 days holiday, increasing after 3 years of service, plus public holidays
• Birthday day off
• Private healthcare after probation
• 40% off gym membership
• Great pension scheme from day one
• Cycle to work scheme
• Eyecare vouchers
• Central location, next to a famous food market
• A friendly, inclusive, sustainable work environment
• Regular social events, including tech-infused minigolf and darts, pool, and more
• Electric car scheme after 2 years of service
• Recruitment referral scheme

Job Reference: AWDO-P14954