SERVICE DESK TEAM LEADER

NEWCASTLE UNDER LYME

FULL TIME MON-FRI (37.5 HOURS)

PERMANENT

£30K DOE 

THE ROLE

• Supporting and developing a team of IT Service Desk Analysts covering multiple UK sites, promoting a positive, solution‑focused culture
• Supporting regular 1:1s, coaching sessions, and call/ticket quality reviews
• Identifying skills gaps and training needs and highlighting to Technology Manager
• Prioritising activity effectively within the team in a services environment where confidentiality, accuracy and uptime are critical
• Overseeing day‑to‑day Service Desk performance, ensuring incidents and requests are managed within agreed SLAs

WHAT WE ARE LOOKING FOR 

• Experience in a supervisory role within a volume led service environment
• Demonstrable success in managing workloads, escalations and service performance
• Strong understanding of service delivery in a multi-site organisation
• ITIL Foundation certification would be preferable
• Involvement in change or technology improvement projects
• Professional, approachable and solution focused.
• Calm under pressure, able to manage competing priorities
• Driven to deliver a consistently high standard of colleague experience

HOW TO APPLY

For more information on the Service Desk Team Leader role, please contact Stuart Nicholson on 01782 413307 or send your CV to [email protected]

Due to the expected high number of applicants for the Service Desk Team Leader vacancy we regret that it may not be possible to respond to all unsuccessful candidates.

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