IT Service Desk Team Leader

Salary: £41,772 - 44,300 per year

Requirements:

• We require experience leading, mentoring or developing others within a technical team.
• We require a strong understanding of ITIL principles and service management best practice, with a minimum of ITIL4 Foundation certification or an SDI (Service Desk Institute) qualification.
• We require proven experience working within a busy Service Desk or IT support environment.
• We require experience delivering against service level agreements and performance measures.
• We require knowledge of incident, problem, change and asset management processes.
• We require an understanding of cyber security, data protection and compliance requirements.
• We require excellent communication skills and the ability to explain technical concepts clearly.
• We require strong organisational skills, with the ability to manage competing priorities and meet deadlines.
• We require a proactive mindset, using insight and data to drive service improvements.
• We require willingness to work from our Walsall-based head office in an on-site role.
• A degree in a technology-related discipline is desirable.

Responsibilities:

• We lead, motivate and develop a team of IT Technicians to deliver a responsive and customer-focused service.
• We manage and maintain the IT Service Management (ITSM) solution and Incident Management processes.
• We ensure incidents, service requests and problems are prioritised and resolved within agreed service levels.
• We identify recurring issues and drive improvements through effective problem management.
• We support the successful transition of system changes, upgrades and enhancements into business-as-usual support.
• We oversee Starter, Mover and Leaver activities to ensure colleagues have the right access, equipment and support from day one.
• We manage the full lifecycle of IT assets, including inventory control, security and environmentally responsible disposal.
• We maintain the Service Desk knowledge base and promote self-service solutions where appropriate.
• We produce meaningful service reports, analyse trends and identify opportunities to improve performance.
• We build strong relationships with colleagues, stakeholders and external suppliers to ensure services continue to meet business needs.
• We deputise for the IT Service and Operations Manager and Service Delivery Manager when required.

Technologies:

• Incident Management
• Support
• ITIL
• ITSM
• Security

More:

We are whg, and we are transforming the way we deliver digital services to support our colleagues and customers. We provide affordable homes across the Midlands and create sustainable communities, guided by our values of Trustworthy, Respectful, Accountable, Collaborative and Excellent. This is a full-time, permanent, on-site role based at our Walsall head office, offering a salary of £41,772 to £44,300 per annum plus excellent benefits, including 27 days annual leave plus Christmas shut down, a defined benefit pension scheme, a health cash plan, and shopping and leisure discounts. We offer an output-focused, flexible environment that supports work-life balance and agile ways of working. We are a Disability Confident Employer and have been recognised as a top employer in the Sunday Times Best Places to Work 2026.

last updated 31 week of 2026