Service Desk Team Lead

Team Leader, Onsite Services

Location:

East Kilbride, Glasgow

Contract:

Maternity Cover until 26 February 2027

Rate: £28.85 per hour (Umbrella)

Working Pattern:
Site based

The Opportunity

An excellent opportunity for an experienced Team Leader to join Computacenter's Onsite Services Group, leading a team responsible for delivering high quality IT support services within a customer environment. This role combines people management with operational delivery, making it ideal for someone who enjoys developing teams, improving processes and maintaining exceptional service standards.

Key Responsibilities

People Leadership

• Lead, coach and develop a team of onsite IT technicians and support staff.
• Conduct regular team meetings and quarterly one to ones.
• Manage performance, attendance, holidays and resource planning.
• Support employee development through coaching, training and mentoring.
• Manage recruitment, onboarding and offboarding of permanent and contingent workers.
• Ensure compliance with company policies, health and safety requirements, overtime, expenses and training.

Operational Delivery

• Plan and prioritise workloads to achieve SLAs and operational targets.
• Work closely with delivery management, logistics teams and customer stakeholders.
• Monitor service performance and identify opportunities for continuous improvement.
• Manage onsite asset and stock control, ensuring security and process compliance.
• Handle service escalations, customer issues and operational risks.
• Support service transitions, operational changes and new customer implementations.
• Build strong working relationships across internal teams and customer organisations.
• Understand customer contracts and assess the operational impact of service changes.

Skills and Experience

Essential

• Previous experience leading IT support or technical service teams.
• Strong people management and coaching skills.
• Experience with in Enterprise IT or managed services environments.
• Excellent organisational and prioritisation skills.
• Strong communication and stakeholder management abilities.
• Experience using ITSM or ticketing systems.
• Good working knowledge of Microsoft Office.

Desirable

• ITIL certification or working knowledge of ITIL principles.
• Experience with in Computacenter or a similar managed services organisation.
• Understanding of customer operational processes and service delivery frameworks.

Ideal Background

This role would suit candidates with experience as a Team Leader, Service Desk Team Leader, Desktop Support Team Leader, Field Services Team Leader, End User Computing Team Leader or IT Operations Team Leader who have managed technical teams within an enterprise or managed services environment.