Service Desk Team Leader (15‑month FTC)

About the role

Indra is establishing a new 24/7 Global Operations Centre in Teesside and is building a high‑performing Service Desk team from the ground up. As a Service Desk Team Leader you will lead a shift of Level 1 Service Desk Technicians, ensuring real‑time service performance and smooth handovers across voice and email channels.

Key responsibilities

• Provide day‑to‑day supervision and leadership of a Level 1 Service Desk team on a 24/7 shift rota.
• Own real‑time queue management for voice and email, handling escalations and prioritising incidents.
• Run structured shift handovers and coach team members to improve performance.
• Act as the first point of escalation for operational and major incidents.
• Report to the Service Desk Manager and contribute to standing up the new 24/7 operation.

Required profile

• Proven experience leading a Service Desk or similar support team.
• Ability to manage queues, escalations and shift handovers in a 24/7 environment.
• Strong communication and coaching skills to develop Level 1 technicians.
• Willingness to work flexible shift patterns, including nights and weekends.

Required skills

What we offer

• Opportunity to shape a brand‑new global operations centre.
• Experience working on mission‑critical transport and digital services.
• Competitive fixed‑term contract for 15 months.