IT Service Desk Team Leader

Reference Number: 5472
Consultant: Dan Liban
£32,000 to £34,000

IT Service Desk Team Leader – Windows 10, Office365, AD/AzureAD, Exchange, ITIL, Intune

Due to constant growth, an opportunity is available for a Service Desk Team Leader to join one of the world’s leading professional services businesses on a hybrid working basis at their Leeds office.

You will be joining a busy support function to provide and escalate assistance for the entire business.

You will be responsible for:

  • The day-to-day management of the 1st line team
  • Ensuring the right operational procedures are in place, improved upon and managed effectively so that workflow is correctly coordinated between the team
  • Managing rotas to ensure suitable resource is always in place
  • Managing and coaching the team to focus on ensuring SLAs & quality standards are met
  • Ensuring a high standard of customer service throughout the team
  • Provide high quality triage to all calls and regularly checking Service Desk ticket queues to ensure tickets are triaged effectively by the team.
  • Monitoring inbound calls and supporting your analysts in service resolution, intervening with difficult calls if and when required.
  • Providing good quality documentation of your work done to provide the escalation teams with the required information needed to investigate further.
  • Making sure tickets are prioritised and escalated appropriately
  • Assisting the Service Desk Manager in addressing customer escalations and monthly reporting
  • Supporting new starters with training and identifying coaching requirements for the Service Desk team.
  • Developing relationships with other teams and stakeholders in the wider business to help progress resolution of issues

Any ITIL experience or similar will be beneficial, but not essential.


  • 25 days holidays (+Bank holidays +Volunteer day)
  • Hybrid working
  • Generous pension contribution
  • Life Assurance
  • Income protection
  • Season Ticket Loan
  • Cycle2 work
  • Private Medical
  • Retail Discounts/vouchers
  • Training and more.

About the business:

They are an extremely successful, professional services business with a truly global market presence. With constant reinvestment into the organisation they are continuing to focus on the enhancement of their services through their digital growth.

Service Desk Team Leader | IT Support Team Lead | Lead Service Desk Analyst | First Line Team Lead | IT Support Lead | Helpdesk Team Lead

Job Information

Job Reference: BH-5472
Salary: £32000 - £34000 per annum, Benefits: Excellent Benefits
Salary From: £32000
Salary To: £34000
Job Industries: Tech & Digital
Job Locations: Leeds
Job Types: Permanent

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