Hybrid Service Desk Team Lead - Europe

Brakes Food Shop; Greater London; Hybrid; GBP 50,000 - GBP 70,000; Full time

Job summary

A prominent food service provider is recruiting a Team Lead for their Service Desk in London. This full-time position involves leading Level 0/1 Service Desk Associates and ensuring optimal performance and training. The ideal candidate brings extensive experience in support environments, excellent leadership skills, and strong communication abilities. This hybrid role supports career growth and fosters a diverse and inclusive culture, aiming for continual service improvement and exceptional customer support.

Qualifications

• Extensive experience in a Service Desk or similar support environment.
• Proven leadership, negotiation, and conflict resolution skills.
• Exceptional customer support and interpersonal skills.

Responsibilities

• Lead daily operations of the Service Desk team, ensuring metrics adherence.
• Analyse team performance to identify areas for coaching and training.
• Mentor team members on career development plans and diversity.

Skills

Extensive experience in a Service Desk or similar support environment

Proven leadership, negotiation, and conflict resolution skills

Exceptional customer support and interpersonal skills

Excellent verbal and written communication

Strong initiative and attention to detail

Ability to multi-task and participate in flexible schedules

Deep knowledge of enterprise hardware/software

Advanced troubleshooting skills

Professional team collaboration

Education

Degree or equivalent experience preferred

IT Service Management (ITSMv3) certification preferred

Microsoft Certified Systems Engineer (MCSE) certification

Tools

Microsoft Office

Active Directory

JIRA

Network tools

Job description

A prominent food service provider is recruiting a Team Lead for their Service Desk in London. This full-time position involves leading Level 0/1 Service Desk Associates and ensuring optimal performance and training. The ideal candidate brings extensive experience in support environments, excellent leadership skills, and strong communication abilities. This hybrid role supports career growth and fosters a diverse and inclusive culture, aiming for continual service improvement and exceptional customer support.