Service Desk Team Leader – IT Support Management

About the role

We are looking for a Service Desk Team Leader to oversee the day‑to‑day operations of our IT support desk within a fast‑moving technology consultancy. The role will act as the central hub for incoming support requests, ensuring tickets are prioritised, assigned and resolved in line with agreed service levels while maintaining strong client communication.

Key responsibilities

• Receive, triage and dispatch service tickets to appropriate engineers based on complexity, urgency and skill set.
• Monitor ticket queues, engineer workloads and SLA performance to guarantee timely resolution.
• Communicate with clients to gather information, provide updates and ensure issues are addressed professionally.
• Coordinate incident handling, logging, tracking progress and keeping all parties informed.
• Assign tickets, coordinate engineer calls and provide hands‑on support when needed.
• Produce regular reports on ticket status, trends and key performance indicators for management.
• Identify opportunities for process improvement and help implement practical solutions.
• Lead, coach and review performance of the service desk team, handling escalations as required.

Required profile

• Organised and able to manage multiple priorities in a fast‑paced environment.
• Customer‑focused with strong communication skills.
• Confident in leading a team, providing coaching and conducting performance reviews.
• Accountable and committed to maintaining high service quality.

Required skills

What we offer

• Competitive salary of £45,000‑£50,000 per annum.
• Hybrid working model – three days in the City of London office and two days remote.
• Full‑time permanent contract with benefits.