Team Leader - IT Service Desk

We’re looking for a London based Team Leader to lead our EMEA Service Desk, within Employee Technology Support. You will own team performance, development, service delivery and escalations while ensuring a consistent, high-quality employee experience.

You will combine strong people leadership with technical and operational expertise , demonstrating end-to-end ownership, acting early on risk and using data, learning and roo t cause analysis to prevent repeat issues. You will work as part of one ETS team, partnering across Support, Engineering, Infrastructure and Product to improve tools, processes and service outcomes.

• Lead, coach and develop a high performing Service Desk team, creating shared accountability and continuous learning
• Manage workload, escalations and service performance, with the employee experience at the center of decision making
• Act as an escalation point for complex technical and operational issues, ensuring issues are fully diagnosed and followed through to resolution
• Identify recurring issues, knowledge gaps, reuse learning and drive root cause fixes that reduce repeat demand
• Act early on operational risks and communicate clearly with employees, stakeholders and partner teams
• Drive knowledge, self-service, automation and process standardisation to improve service quality and efficiency
• Partner effectively across ETS, Engineering, Infrastructure and Product, sharing context and ownership
• Use service data to identify improvement opportunities and influence changes to tools, processes and policy
• Maintain strong governance across tickets, documentation, procedures and service management practices
• Support recruitment, resource planning and an inclusive, accountable team culture

• 5+ years’ experience in IT support or service delivery, including 1 + year in a leadership role
• Proven experience coaching, developing and performance managing technical support teams
• Strong understanding of incident, request, problem, change and knowledge management practices
• Strong enterprise technology knowledge across desktop, mobile, software, networking, VPN, peripherals and endpoint security
• Strong judgement, problem solving, communication and stakeholder management skills
• A track record of operating independently, taking end-to-end ownership and influencing improvements beyond your immediate team
• Experience managing SLAs, KPIs, escalations and operational performance
• Experience working successfully in a global, cross-functional support environment
• Experience delivering automation, self-service or workflow improvements
• Experience partnering with Product and Engineering teams
• Experience supporting a global 24/7 service model

If indicated, please note that years of experience are a guide; we will consider applications from all candidates who can demonstrate the skills necessary for the role.

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