IT Service Desk Team Leader

Salary: £40,000 - 50,000 per year

Requirements:

• We require candidates with the right to work in the UK and no need for visa sponsorship.
• We are looking for experience in IT service desk or IT support operations, including ticket management and incident handling.
• We need strong knowledge of prioritising, assigning, and resolving support tickets within SLA targets.
• We require experience communicating with clients and coordinating engineers or technical support staff.
• We are seeking someone with leadership experience, including coaching, performance reviews, absence management, and 1-2-1s.
• We value the ability to identify issues, manage risks, and escalate appropriately to senior management.
• We need strong reporting and analytical skills, including producing KPI and ticket status reports.

Responsibilities:

• We receive, prioritise, and dispatch incoming service tickets to the appropriate IT support personnel.
• We monitor ticket queues to ensure timely resolution and SLA adherence.
• We maintain accurate records of client interactions and update ticket statuses in our service management system.
• We assign tickets based on skillsets, availability, and urgency.
• We coordinate and schedule engineer calls as needed.
• We communicate with clients to gather information and help speed up ticket resolution.
• We step in to take calls and provide immediate assistance when engineers are unavailable.
• We manage incident handling, including logging incidents, tracking progress, and maintaining communication with all involved parties.
• We generate regular reports on ticket status, trends, and KPIs for management review.
• We identify process improvement opportunities and help implement solutions to enhance service delivery.
• We coach, develop, and inspire a team of 6 1st Line Support Staff.
• We act as an escalation point and provide guidance and coaching to junior staff.
• We identify key issues and risks and escalate them promptly to senior management.
• We carry out performance reviews, absence management, 1-2-1s, and coaching plans within the team.

Technologies:

• Support
• Flow
• Swift

More:

We are partnering with a London-based Technology Consultancy to recruit an IT Service Desk Team Leader on a permanent basis. This is a crucial role within our IT Support Team, acting as the central hub for incoming support requests and ensuring they are handled efficiently and effectively. We are offering a salary of £40,000 - £50,000 plus benefits, including hybrid working.

last updated 32 week of 2026