Service Desk Team Leader – Veterinary Care

About the role

The Service Desk Team Leader will oversee a team of Service Desk Engineers delivering IT support to IVC Evidensia’s UK & Ireland veterinary practices and central functions. You will ensure high‑quality service, manage escalations and contribute to continuous improvement in a fast‑paced technology environment.

Key responsibilities

• Lead, coach and develop Service Desk Engineers and Senior Engineers.
• Manage day‑to‑day Service Desk operations, workload distribution and resource planning.
• Maintain service levels, process compliance and quality standards.
• Handle escalated incidents and drive them to resolution.
• Monitor ticket quality, performance metrics and compliance.
• Support recruitment, onboarding, performance reviews and career development.
• Collaborate with IT teams, third‑party suppliers and project groups to ensure smooth change delivery.
• Contribute to the improvement of Service Desk processes, policies and customer experience.
• Provide hands‑on support during peak periods when required.

Required profile

• Proven experience leading or managing an IT Service Desk team.
• Demonstrated ability to develop and motivate technical support professionals.
• Strong understanding of ITIL Service Management principles.
• Experience managing escalations and complex technical issues.
• Background in Service Desk process improvement and operational excellence.
• Experience in a contact‑centre or similar support environment.

Required skills

• ITIL Service Management principles