Service Desk Team Leader NEW

AWD Online

Service Desk Team Leader

Lead a busy IT support function where ticket flow, client communication and team performance matter. This role suits someone with service desk leadership or dispatch experience, strong IT support knowledge and Freshservice proficiency.

If you’ve also worked in the following roles, we’d also like to hear from you: IT Service Desk Manager, Service Desk Manager, Helpdesk Team Leader, IT Support Team Leader, Technical Support Team Leader, Service Desk Lead, Helpdesk Manager, Support Desk Team Leader

Benefits include private healthcare after probation, a pension from day one, 40% off gym membership and a birthday day off.

SALARY: £45,000 to £50,000 per annum (depending on experience) + Benefits

LOCATION: Hybrid / 3 days in the City of London office (Faringdon / Chancery Lane EC1N) and 2 days working from home

JOB TYPE: Full-Time, Permanent

JOB OVERVIEW

This is an excellent opportunity for a Service Desk Team Leader to influence a growing IT support function within a collaborative technology consultancy.

Acting as the central hub for support requests, the Service Desk Team Leader will coordinate ticket flow, client updates, escalations and incident handling against SLAs.

The Service Desk Team Leader also supports team performance through coaching, reviews, absence management and process improvement, helping maintain responsive, accountable service.

DUTIES

Your duties as the Service Desk Team Leader include:

• Ticket Prioritisation and Dispatch: Receive, prioritise and assign support tickets according to issue complexity, technician skills, availability and urgency
• SLA and Queue Monitoring: Monitor ticket queues, progress and records to support timely resolution and adherence to service level agreements
• Client Communication: Gather information, provide timely updates and help ensure client queries are addressed efficiently
• Engineer Coordination: Schedule engineer calls and coordinate support activity as required
• Frontline Support: Step in to take calls and provide immediate assistance when engineers are unavailable
• Incident Management: Log, track and coordinate incidents in line with established processes, maintaining communication with relevant parties
• Reporting and Improvement: Produce reports on ticket status, trends and KPIs, identify improvement opportunities and support service enhancements
• Team Leadership and Coaching: Act as an escalation point, guide junior staff and support accountability and collaboration
• Performance and Risk Management: Conduct performance reviews, absence management, 1-2-1s and coaching plans, escalating key issues and risks to senior management

CANDIDATE REQUIREMENTS

ESSENTIAL

• Bachelor’s degree in computer science or a related field, or equivalent work experience
• Previous experience in a similar dispatcher or team leader role
• Strong understanding of IT support processes and terminology
• Strong organisational skills and attention to detail
• Excellent communication and interpersonal skills with a customer service focus
• Ability to build accountability and collaboration within a team
• Ability to multitask and prioritise effectively in a fast-paced environment
• Proficiency using freshservice or helpdesk ticketing systems

DESIRABLE

• MSP experience
• Formal management, leadership, coaching or mentoring qualifications or training
• Service Desk Institute or ITIL knowledge or certification

BENEFITS

• A role with influence in a growing part of the business
• Supportive team environment with development and career progression opportunities
• 21 days’ holiday, increasing after 3 years’ service, and public holidays
• Birthday day off
• Private healthcare after probation
• 40% off gym membership
• Pension scheme from day one
• Cycle to work scheme
• Eyecare vouchers
• Central London location near a well-known food market
• Friendly, inclusive and sustainability-focused working environment
• Regular social events
• Electric car scheme after 2 years’ service
• Recruitment referral scheme

APPLY TODAY

By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.

JOB REF: AWDO-P15207

Full-Time, Permanent IT Jobs, Careers and Vacancies. Find a new job and work in London. Multi-Job Board Advertising and CV Sourcing Recruitment Services provided by AWD online.

AWD online specialise in sourcing candidates and advertising vacancies on multiple job boards for companies on a non-commission basis. AWD online operates as an employment agency.

AWD-IN-SPJ