Job Summary:
The Service Desk Team Leader is responsible for the day-to-day supervision and coordination of the Service Desk function, ensuring the efficient delivery of support services and a consistently high standard of customer service. The role provides operational leadership to Service Desk staff, oversees workload allocation and performance management, and acts as a key escalation point for customer, operational, and service-related issues.
The post holder will ensure compliance with company policies, procedures, service level agreements, and operational standards, while supporting continuous service improvement initiatives. Working closely with the Administrative Manager and other stakeholders, the Service Desk Team Leader will monitor service performance, develop team capability through coaching and mentoring, and contribute to the effective management of customer relationships and business operations.
The role also includes participation in out-of-hours support arrangements, business continuity activities, and wider operational projects as required.
Principal Responsibilities/Duties:
Key Responsibilities
· Be part of the service desk team, to include supervision of all service desk staff, ensuring effective day-to-day operations and high standards of customer service.
· Monitor helpdesk and support team performance, providing regular feedback and reporting performance issues or achievements to the National Administrative Manager
· Ensure all service desk procedures, policies, and operational processes are consistently followed by helpdesk staff.
· Identify and escalate potential operational, technical, or resource issues to management, recommending solutions where appropriate.
· Act as the first point of contact for advice, guidance, and support for all helpdesk team members.
· Chair regular team meetings, service reviews, and operational update sessions.
· Identify training and development requirements for helpdesk staff and address skill gaps through coaching and mentoring.
· Support the Administrative Manager in recruitment, onboarding, and performance management of helpdesk personnel.
· Point of contact for customer complaints, conduct investigations if required in line with company policies and procedures, and report to the Administrative Manager for next steps
· Be part of the out-of-hours support rota to ensure adequate operational coverage and availability of support services.
Customer Management:
- Act as a primary point of contact for customer enquiries, complaints, and service escalations, ensuring issues are managed professionally and resolved effectively.
- Maintain strong communication with management, technical teams, suppliers, HR, and other business stakeholders regarding operational activities and service performance.
- Liaise with customers, third-party vendors, and support providers to ensure service delivery meets agreed expectations.
- Ensure customer-facing systems, service portals, and support documentation are maintained and updated in line with customer and business requirements.
Service Desk Operations:
- Maximise productivity and efficiency within the helpdesk by ensuring effective job allocation, workload balancing, and resource planning.
- Act as an escalation point for complex incidents, major incidents, and customer complaints.
- Ensure all service requests and related administrative
tasks are completed accurately and within required
timeframes.
- Be part of the out-of-hours support rota to ensure adequate
operational coverage and availability of support services.
- Be available as an out-of-hours escalation contact when required.
Service Improvement & Reporting:
- Monitor helpdesk performance against key performance indicators (KPIs) and service level agreements (SLAs).
- Produce and provide management reports on service desk performance, customer satisfaction, team productivity, and operational trends.
- Identify opportunities to improve service delivery, processes, and customer experience.
- Ensure knowledge base articles, standard operating procedures, and support documentation are reviewed and maintained.
Additional Responsibilities:
- Participate in regular visits to other company locations, customer sites, and supplier meetings as required.
- Support wider operational activities and projects when necessary.
- Provide helpdesk cover during periods of absence and assist in business continuity planning.
- Undertake any other reasonable duties commensurate with the role and level of responsibility.
Qualifications and Experience:
Knowledge, Skills and Competencies
- Strong leadership and team management skills with the ability to motivate and develop others.
- Excellent verbal and written communication skills, with the ability to communicate effectively at all levels.
- Strong interpersonal skills and the ability to build positive working relationships with customers, colleagues, suppliers, and stakeholders.
- Excellent customer service skills with a professional and customer-focused approach.
- Strong organisational and time management skills, with the ability to manage multiple priorities in a fast-paced environment.
- Ability to remain calm and professional under pressure and effectively manage challenging situations.
- Strong problem-solving and decision-making skills with the ability to identify practical solutions.
- Adaptable and flexible approach to changing priorities, business needs, and operational demands.
- Ability to work independently, use initiative, and take ownership of issues through to resolution.
- Strong coaching and mentoring skills, with a commitment to supporting the development of team members.
- High levels of resilience, accountability, and professionalism.
- Strong attention to detail and commitment to maintaining quality standards.
- Analytical skills with the ability to interpret data, identify trends, and make recommendations for service improvements.
- Competent in the use of Microsoft Office applications and service management/helpdesk systems.
- Ability to manage conflict, handle complaints effectively, and maintain positive customer relationships.
- Excellent collaboration skills with the ability to work effectively as part of a wider operational team.
- Commitment to continuous improvement and delivering service excellence.
Pay: £34,000.00-£37,500.00 per year
Benefits:
- Free parking
- On-site parking
Experience:
- Supervisory: 3 years (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: In person
