Service Desk Operations Team Leader

  • Salary: Competitive plus excellent benefits
  • Job ID: 164996
  • Category:

Our client is a Global Enterprise and due to growth and expansion they are looking to recruit a Service Desk Operational Team Leader. The role holder will also be responsible for ensuring best practices and processes are adhered to, alongside the coaching, mentoring and performance of team members through; 1-2-1s, regular performance reviews, development opportunities and quality.


You will be responsible for the following:



  • Manage & motivate the performance of a team to ensure consistent high level of customer service standards in line with departmental objectives.

  • Co-ordinate and manage team resource to ensure business and customer needs are delivered.

  • Ensuring quality management input and output is addressed through the team

  • Deliver coaching support to identify knowledge and behavioural skills gaps and provide appropriate support/action to ensure high level standards are achieved.

  • Delivering SMART objectives to a team of staff & use relevant supporting measuring tools.

  • Manage first line incidents and customer complaints and liaise with teams where required.

  • Full understanding of the Customer Service strategy and the role you and your team can play in delivering this.

  • Embracing change and taking an active part in the communication, launch & implementation/embedding of new processes & systems.

  • Awareness of the Company policies and ability to deal with HR related issues

  • Travel as reasonably required for the role.

  • Participate in leadership events.

  • You may be asked to undertake other tasks which are commensurate to the role and grade.

  • Monthly 1-2-1’s & PCD reviews with all team members.

  • Managing performance of team KPI’s, dealing with any underperformance where necessary.

  • Resolution of HR issues, escalating to HR where necessary.

  • Resolution of customer complaints within specified timeframe, escalating to your line manager where necessary

  • Proven interpersonal skills with the ability to influence your team and colleagues

  • Ability to motivate and inspire others to achieve challenging goals through leading by example & through proven coaching and development and able to deliver feedback

  • ITIL qualification desirable but not essential

  • Leadership qualifications desirable but not essential

  • Working knowledge in IT/service desk environments would be preferred.



Salary: Competitive plus excellent benefits