Service Desk Team Lead
Posted 3 hours 50 minutes ago by SER Limited
Location: Reading, Berkshire
Working Hours: Monday to Friday
Salary: £40,000 subject to experience
We're working with a growing technology business in Reading that is looking for an experienced Service Desk Team Leader to join the team and take responsibility for the day-to-day leadership and performance of the service desk.
This is a people and service-focused leadership role. While a good understanding of IT service environments is important, you don't need to be a highly technical engineer. The key focus will be on leading people, managing performance, improving processes and ensuring customers receive an excellent level of service.
Experience working within an MSP / Managed Services environment would be highly desirable, particularly for someone familiar with SLAs, ticket volumes, customer expectations and a fast-paced service desk.
Key Responsibilities- Lead and manage the Service Desk team on a day-to-day basis
- Coach, mentor and develop Service Desk Engineers
- Monitor team performance, workloads and ticket queues
- Ensure SLAs and service standards are consistently achieved
- Act as an escalation point for the Service Desk
- Manage performance, objectives and development plans
- Identify opportunities to improve service desk processes and efficiency
- Monitor KPIs and produce performance reports
- Help maintain a positive, collaborative and accountable team culture
- Work closely with senior management and other teams to improve service delivery
- Support onboarding, training and development of new team members
- Ensure customers receive a consistently high standard of service
We're looking for someone who is a natural people leader with experience working within a Service Desk or IT Support environment.
You don't need to be the most technical person in the room - we're particularly interested in your leadership, communication, organisation and service management skills.
Ideally, you'll have:
- Previous experience leading or supervising a Service Desk / IT Support team
- Strong people-management and coaching skills
- Experience managing performance and KPIs
- Good understanding of IT service delivery and customer support
- Experience working with SLAs and ticketing systems
- Excellent communication and stakeholder-management skills
- A proactive approach to improving processes and team performance
- MSP / Managed Services experience is preferred but not essential
- A customer-focused and commercially aware mindset