Service Desk Manager

IT Service Desk Team Leader

An organisation is seeking an experienced IT Service Desk Team Leader to oversee a high-performing support function.

This role is focused on driving service performance, improving first-time resolution, and ensuring a reliable, customer-focused IT front door.

🔹 Key Responsibilities

Lead and develop a team of ~10-15 Service Desk Analysts in a 24×7 environment
Oversee day-to-day Service Desk operations (incidents & service requests)
Ensure delivery against SLAs, KPIs, and customer satisfaction targets
Act as escalation point for major incidents and operational issues
Manage rota planning to maintain continuous support coverage
Drive improvements such as first-time fix and shift-left initiatives
Monitor and improve key metrics (SLA, FTF, ASA, CSAT)
Maintain high standards in ticket quality, documentation, and knowledge management
Collaborate with wider IT teams (2nd line, technical operations, service management)
Support major incident processes and service improvement initiatives
Promote ITIL best practice (Incident, Problem, Change, Request)🔹 Experience Required

Proven experience in a Service Desk Team Leader / Supervisor / Senior Analysts
Strong experience managing or mentoring Service Desk teams
Track record delivering against key Service Desk KPIs
Experience within ITIL-based service environments
Strong incident & escalation management experience, including major incidents
Hands-on use of ITSM tools (e.g. ServiceNow or similar)
Experience driving service improvements (shift-left, knowledge management, process optimisation)
Experience supporting multi-site or enterprise environments

🔹 Key Attributes

Customer-first mindset with strong awareness of business impact
Confident leader able to motivate and develop teams
Calm and decisive under pressure, especially during major incidents
Strong communication skills across technical and non-technical audiences
Collaborative, proactive, and solution-oriented approach
Focus on continuous improvement and service excellence
High attention to detail and accountability for outcomes
Resilient and adaptable in fast-paced, always-on environments