Service Desk Team Leader
Location: Edinburgh Office
Salary: Competitive (DOE)
Job Type: Full-Time, Permanent
Reference: SDL 2026
Join One of Scotland's Fastest Growing FM & Engineering Businesses
Lovat's Group is an award-winning Facilities Management, Mechanical & Electrical, HVAC, Refrigeration, Commercial Catering and Compliance Services provider delivering services across Scotland.
As our client portfolio continues to grow, we are seeking an experienced Service Desk Team Leader to support the day-to-day management of our Service Desk operation, ensuring exceptional service delivery to our customers while leading and developing a high-performing administration team.
This is an exciting opportunity for an organised and customer-focused individual looking to play a key role within a growing Facilities Management business.
The Role
Reporting to the Service Desk Manager, the Service Desk Team Leader will oversee the daily operation of the Service Desk, ensuring reactive and planned maintenance works are managed efficiently and in line with contractual service level agreements.
The successful candidate will provide leadership and support to Service Administrators while acting as a key link between clients, engineers, subcontractors and operational management teams.
You will be responsible for driving service performance, maintaining excellent customer relationships and ensuring all works are coordinated effectively from initial client contact through to completion.
Key ResponsibilitiesService Delivery
- Support the daily management of reactive and planned maintenance activities.
- Monitor and manage job progression to ensure contractual response and resolution times are achieved.
- Coordinate engineering resources to maximise productivity and service delivery.
- Escalate service issues and resource constraints where necessary.
- Support out-of-hours planning and service continuity arrangements.
Team Leadership
- Provide day-to-day leadership and guidance to Service Desk Administrators.
- Assist with onboarding, training and development of team members.
- Conduct regular quality checks and performance reviews.
- Promote a positive, professional and collaborative working environment.
- Support the implementation of new processes and continuous improvement initiatives.
Customer Service
- Act as an escalation point for customer enquiries and service issues.
- Develop and maintain strong working relationships with clients.
- Ensure customer communications are professional, accurate and timely.
- Support client reporting and performance review meetings where required.
Administration & Systems
- Manage work orders through the CAFM system from creation to completion.
- Monitor engineer attendance, updates and job progression.
- Ensure all documentation, service records and client reports are completed accurately.
- Produce management information and KPI reports.
- Support contract mobilisation and service delivery improvements.
Essential Requirements
- Previous experience within a Service Desk, Helpdesk, Facilities Management or Maintenance environment.
- Experience supervising or leading an administrative or service coordination team.
- Strong organisational and planning skills.
- Excellent customer service and communication abilities.
- Ability to prioritise workloads in a fast-paced environment.
- Strong IT skills including Microsoft Office and service management systems.
- Professional and proactive approach to problem solving.
Desirable Requirements
- Experience within Facilities Management or Engineering Services.
- Knowledge of CAFM systems such as Joblogic.
- Understanding of planned preventative maintenance (PPM) and reactive maintenance processes.
- Experience producing KPI and performance reports.
- Previous involvement in contract mobilisation and service delivery improvement projects.
What We Offer
- Competitive Salary (DOE).
- Company Pension Scheme.
- Employee Assistance Programme.
- Ongoing Training & Development.
- Career Progression Opportunities.
- 4.5 Day Working Week.
- Modern Office Environment.
- Supportive Management Team.
- Opportunity to join a growing and ambitious business.
Working Hours
Monday – Thursday: 8:00am – 4:30pm
Friday: 8:00am – 1:00pm
Why Lovat's Group?
Lovat's Group continues to expand across Scotland, delivering engineering and facilities management services to some of the country's most prestigious organisations.
We are committed to developing our people, embracing innovation and delivering exceptional service through our core values of:
Accountability | Transparency | Doing Things Properly
If you are an experienced Service Desk professional looking to take the next step in your career and help shape a growing service operation, we would love to hear from you.
Apply now and become part of the Lovat's Group team.
Benefits:
- Free parking
- On-site parking
Work Location: In person
