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 most valued customers. Based in Birmingham, you will work three days a week on‑site and have the flexibility to work from home for the remaining days, ensuring high‑impact service delivery across the organisation.

Key responsibilities

• Lead, develop and support a team of 8‑10 engineers, managing rotas, leave and day‑to‑day performance.
• Own team performance against KPIs such as first‑contact resolution, call handling time, SLA adherence, ticket quality and CSAT.
• Manage escalations and delegate technical issues to senior agents, ensuring resolution follows agreed processes.
• Drive continuous improvement by identifying gaps and implementing solutions.
• Run regular team meetings and shift handovers to keep the team aligned.
• Review negative CSAT feedback, engage directly with the customer and implement preventative actions.
• Build strong relationships with wider leadership and keep the Service Desk Manager informed of high‑level incidents.

Required profile

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

Required skills

What we offer

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