IT Service Desk Team Leader

# IT Service Desk Team Leader Job RefVTFCEN
01584

City:

Northampton

DepartmentITSalary £38,000-£42,000

Status Full Time Type Permanent About  Yusen Logistics  Yusen Logistics is working to become the world’s preferred supply chain logistics company. Our complete offer is designed to forge better connections between businesses, customers and communities – through innovative supply chain management, freight forwarding, warehousing and distribution services. As a company we’re dedicated to a culture of continuous improvement, ensuring everyone who works with us is committed, connected and creative in making us the world’s preferred choice.
We are looking for an IT Service Desk Team Leader in Grange Park. The position will be based on-site during the induction and training period (6 months), after which more flexible working arrangements may be available.
The IT Service Desk Team Leader will guide the day-to-day operations of the Service Desk, ensuring high-quality technical support and an excellent customer experience across the organisation. The role involves supporting and developing Service Desk Agents, monitoring service performance against SLAs, driving continuous improvement, and acting as an escalation point for complex technical issues.  The role also provides leadership to Service Desk Co-ordinators delivering first-line support across phone, email, face-to-face and ITSM channels, ensuring enquiries are managed effectively and resolved in line with business priorities and service expectations.

Key Responsibilities  1. Service Desk Management  
• Lead, support and develop the Service Desk team to deliver responsive and effective IT support.  
• Coordinate daily Service Desk operations, including workload management, ticket allocation and prioritisation.  
• Monitor service performance and support delivery of agreed SLAs.  
• Act as an escalation point for priority incidents and complex technical issues.  
• Facilitate major incident communications and resolution activities.  
• Ensure enquiries, incidents and service requests are accurately recorded, managed and resolved in line with agreed procedures.  
• Maintain high standards of first-line support across Microsoft 365, user access, hardware, software and endpoint-related issues.
2. Service Improvement  
• Review service trends, incident data and customer feedback to identify improvement opportunities.  
• Implement process improvements to enhance service quality and efficiency.  
• Maintain effective knowledge management practices and accurate documentation.  
• Ensure Standard Operating Procedures are followed consistently and continuously improved.  
• Work closely with Level 2 teams to support problem resolution, service improvements and knowledge sharing.
3. Stakeholder Management  
• Build strong relationships with stakeholders and end users.  
• Provide regular updates on service performance and operational matters.  
• Ensure users receive timely, clear and professional communications throughout the incident lifecycle.  
• Collaborate with Infrastructure, Applications, IT Security and Project teams to resolve cross-functional issues.
4. Team Leadership  
• Support team members in understanding objectives, processes and expectations.  
• Identify training and development opportunities to build capability and performance.  
• Ensure company policies and employee procedures are followed consistently.  
• Provide coaching, mentoring and support to help team members achieve their potential.  
• Complete PDRs and development plans in line with company requirements.  
• Foster a positive, inclusive and wellbeing-focused team culture.
5. Operational and Technical Responsibilities  
• Oversee incident, request, problem and change management activities.  
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