Service Desk Team Leader

Job description

Service Desk Team Leader Hybrid to Chesterfield or Peterborough: We’re looking for a Service Desk Team Leader who will be accountable for supervising the day-to-day operations of the IT Service Desk team, ensuring timely and effective resolution of incidents and service requests. This role supports the Service Desk Manager by coordinating team activities, monitoring performance, and acting as an escalation point for complex issues. The Team Leader plays a key role in maintaining service quality, mentoring team members, and driving continuous improvement. Key Accountabilities & Responsibilities: - Supervise and coordinate the daily activities of the service desk team to ensure consistent and high-quality support. - Monitor ticket queues, assign tasks, and ensure incidents and requests are resolved within agreed SLAs. - Act as the first point of escalation for technical and customer service issues. - Provide coaching, mentoring, and support to service desk analysts to improve performance and knowledge. - Conduct regular 1:1s, team meetings, and contribute to performance reviews. - Ensure accurate documentation of incidents, problems, and resolutions in the ITSM tool. - Support the on...