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.
1.
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.
2.
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.