Service Desk Team Lead | ITIL, CSAT & People Management

MHR; Ruddington; On-site; GBP 40,000 - GBP 60,000; Full time

Job summary

A leading technology organization in the United Kingdom is searching for a Service Desk Team Manager to oversee the quality of technical support provided to customers using their HR, payroll, and finance platforms. This role involves driving operational excellence, managing a team of analysts, and ensuring high-quality service delivery. The ideal candidate will have expertise in service management and a commitment to continuous improvement. The position comes with comprehensive benefits and opportunities for professional development.

Benefits

Access to 60+ training courses

24/7 access to GP services

Enhanced family leave

Referral bonus scheme

Employee recognition programs

On-site subsidized restaurant

Opt-in private medical insurance

Qualifications

• Experience in leading service delivery teams.
• Strong understanding of customer support processes.
• Ability to coach and develop team members.

Responsibilities

• Drive operational excellence in service delivery.
• Manage workload and ticket resolution.
• Identify trends and improve processes.

Skills

Service delivery

People management

Customer experience

ITIL best practice

Analytical thinking

Tools

iTrent

People First

Job description

A leading technology organization in the United Kingdom is searching for a Service Desk Team Manager to oversee the quality of technical support provided to customers using their HR, payroll, and finance platforms. This role involves driving operational excellence, managing a team of analysts, and ensuring high-quality service delivery. The ideal candidate will have expertise in service management and a commitment to continuous improvement. The position comes with comprehensive benefits and opportunities for professional development.