Service Desk Team Leader

Job Title: Service Desk Team Leader

Reports To: Head of IT Service Delivery

Direct Reports: Service Desk Team (1st and 2nd Line Analysts)

Location: Portishead, Bristol

Job Purpose

The Service Desk Team Leader will lead a team of 1st and 2nd Line Service Desk Analysts to ensure outstanding IT support services for a subset of the company’s diverse customer base. This role focuses on maintaining high levels of service performance, productivity, and customer satisfaction. The successful candidate will act as a mentor, coach, and leader, supporting team members’ development and progression. Strong technical knowledge at a 2nd Line support level is essential for effective guidance and skills transfer.

Key Responsibilities

• Team Leadership and Management
• Oversee the daily resource plan to ensure adequate staffing and effective task allocation across the team.
• Conduct monthly 1-to-1 meetings and manage the annual performance reviews for all team members.
• Identify and address knowledge or skills gaps through training, mentoring, and collaboration with the internal Trainer.
• Act as a role model and coach to foster a culture of excellence within the team.
• Operational Excellence
• Monitor team performance to ensure adherence to operational processes and procedures.
• Act as the first point of escalation for complex or challenging issues within the team.
• Perform Quality Assurance activities, including ticket reviews and phone conversation audits.
• Contribute to high-demand periods by interacting with customers and resolving tickets directly.
• Monitor SLA compliance, reprioritizing and escalating tickets to prevent breaches.
• Continuous Improvement and Collaboration
• Collaborate with other Service Desk Team Leaders to identify trends and implement service improvements.
• Assist the Service Desk Manager in onboarding new clients, services, or processes.
• Identify opportunities to enhance services and contribute to updates to the customer or global service catalogue.
• Support problem management processes by identifying and analyzing recurring incidents.
• Team Development and Culture
• Participate in hiring, onboarding, and training activities for new team members.
• Promote a positive working environment aligned with company values and culture.
• Develop and implement personal development plans to support team progression.
• Compliance and Policy Adherence
• Follow all relevant company policies and procedures, including those related to Quality and Information Security Management Systems (ISO compliant).
• Maintain compliance with industry regulations, employment laws, Data Protection, and Health and Safety requirements.

Person Specification

• Required Experience and Skills
• Leadership: Minimum 1 year of experience leading a Service Desk team.
• Technical Expertise: At least 3 years of experience as a Service Desk Analyst, including exposure to 1st and 2nd Line support.
• Service Levels: Proven ability to manage and adhere to contractual SLAs.
• Coaching and Development: Experience mentoring team members and fostering growth.
• ITSM Platforms: Familiarity with IT Service Management tools, preferably ServiceNow.
• ITIL Knowledge: Understanding of ITIL processes and practices in a Service Desk environment.
• Communication: Excellent written and verbal communication skills.
• Problem-Solving: Logical, methodical approach to resolving issues.
• Technical Proficiency: Skills aligned to 2nd Line support level.
• Desired Skills and Certifications
• Experience within a Managed Service Provider environment.
• ITIL Foundation Certification.
• Experience developing training and personal development plans.
• Experience in problem analysis using incident data.

Key Attributes

• Team-oriented leader with a passion for service excellence.
• Proactive, organized, and detail-focused problem solver.
• Adaptable and collaborative, able to thrive in a dynamic, fast-paced environment.

Company Values

As part of an ISO-compliant organization, you will uphold the company’s values and ensure adherence to best practices in Quality and Information Security Management. Join a supportive team that values growth, collaboration, and outstanding customer service.