Service Desk Manager

IT Service Desk Team Leader An organisation is seeking an experienced IT Service Desk Team Leader to oversee a high-performing support function. This role is focused on driving service performance, improving first-time resolution, and ensuring a reliable, customer-focused IT front door. 🔹 Key Responsibilities Lead and develop a team of ~10-15 Service Desk Analysts in a 24×7 environment Oversee day-to-day Service Desk operations (incidents & service requests) Ensure delivery against SLAs, KPIs, and customer satisfaction targets Act as escalation point for major incidents and operational issues Manage rota planning to maintain continuous support coverage Drive improvements such as first-time fix and shift-left initiatives Monitor and improve key metrics (SLA, FTF, ASA, CSAT) Maintain high standards in ticket quality, documentation, and knowledge management Collaborate with wider IT teams (2nd line, technical operations, service management) Support major incident processes and service improvement initiatives Promote ITIL best practice (Incident, Problem, Change, Request)🔹 Experience Required Proven experience in a Service Desk Team Leader / Supervisor / Senior Analysts Strong experience managing or mentoring Service Desk teams Track record delivering against key Service Desk KPIs Experience within ITIL-based service environments Strong incident & escalation management experience, including major incidents Hands-on use of ITSM tools (e.g. ServiceNow or similar) Experience driving service improvements (shift-left, knowledge management, process optimisation) Experience supporting multi-site or enterprise environments 🔹 Key Attributes Customer-first mindset with strong awareness of business impact Confident leader able to motivate and develop teams Calm and decisive under pressure, especially during major incidents Strong communication skills across technical and non-technical audiences Collaborative, proactive, and solution-oriented approach Focus on continuous improvement and service excellence High attention to detail and accountability for outcomes Resilient and adaptable in fast-paced, always-on environments