Service Desk Team Leader

About the role

We are seeking an experienced Service Desk Team Leader to head a dedicated support team for one of our key customers. Based in Birmingham, you will work three days a week on‑site and the remainder remotely, ensuring high‑quality service delivery and a positive customer experience.

Key responsibilities

• Lead, develop and support a team of 8‑10 service desk engineers, managing rotas, leave and performance.
• Own team metrics such as first‑contact resolution, call handling time, SLA adherence, ticket quality and CSAT.
• Handle escalations, delegate technical issues to senior agents and ensure resolution follows defined processes.
• Drive continuous improvement by identifying gaps and implementing solutions.
• Conduct regular team meetings, shift handovers and keep the wider leadership informed of incidents.
• Review negative CSAT feedback, engage with the customer and implement preventative actions.

Required profile

• Proven experience leading a service desk team.
• Strong KPI ownership mindset with ability to set expectations and hold the team accountable.
• Excellent written and verbal communication skills.
• Analytical, methodical problem‑solving approach.
• Calm under pressure, able to manage competing demands.
• Detail‑oriented, organised and proactive.
• Adaptable and comfortable leading through change.

Required skills

What we offer

• Join a £300 m‑revenue technology services company backed by Hg Capital.
• Be part of a rapidly scaling organisation with a $1 bn valuation in 2024.
• Opportunities to work with 30 000 customers and contribute to managed service excellence.
• Supportive culture focused on professional growth and innovation.