Service Desk Team Leader

Action for Children; Watford; Hybrid; GBP 37,000; Full time

Job summary

A leading charity organization is seeking a Service Desk Team Leader in Watford. This permanent role involves managing a dedicated team to deliver exceptional tech support while driving process improvements. Candidates should have an IS-related diploma and experience in team management within a Microsoft environment. The charity values diversity and encourages applications from underrepresented groups. Competitive salary and benefits are offered, including 29 days of annual leave, hybrid working, and professional development opportunities.

Benefits

29 days annual leave plus bank holidays

Professional qualifications and training opportunities

Flexible maternity, adoption, and paternity packages

Pension with up to 7% employer contribution

Staff discount portal

Qualifications

• Experience managing and leading teams.
• Experience in service support environments.
• Substantial experience in support and development in a Microsoft environment.

Responsibilities

• Line manage the IT Service Desk team.
• Manage operational demands and maintenance of services.
• Provide professional technical advisory through various communication methods.
• Responsible for incident management and service requests.

Skills

Excellent communication skills

Organizational skills

Customer service skills

Attention to detail

Multitasking ability

Education

IS related diploma or HND

Advanced support qualification (MCSE or ITIL Foundation)

Tools

Service desk systems

Microsoft Environment

Job description

Service Desk Team Leader

Salary: £36,600 per annum.

Location: Watford with Hybrid working.

Contract: Permanent, 35 hours per week.

Benefits

• 29 days annual leave PLUS bank holidays, with up to 5 additional days for continuous service and option to buy or sell leave.
• Gain professional qualifications and excellent training/development opportunities.
• Flexible maternity, adoption, and paternity packages.
• Pension with up to 7% employer contribution with included life assurance cover.
• Staff discount portal and Blue Light Card eligibility with 15,000 national retailer discounts.

Why Action for Children?

Working here is more than a job. Everyone in the Action for Children family is passionate about protecting and supporting children. It is the sense of purpose that drives us every single day. Because we know that, when we work together, we can make a huge difference to bring lasting improvements to vulnerable children’s lives.

A bit about the role

We’re on the hunt for a Team Leader with a background in IT to manage our dedicated Service Desk team, ensuring excellent technical support is provided to staff in all business areas of the organisation. If you are someone that loves looking for ways to improve and streamline processes, have experience of managing hybrid teams and a gift for forging valuable professional connections, we think this role would be perfect for you so why not apply now!

How you’ll help to create brighter futures

• Line manage the staff of the IT Service Desk team.
• Manage the flow of work and the effective deployment of staff to meet day to day operational demands and maintenance of services.
• Provide a professional advisory and guidance technical service through face‑to‑face, telephone and or email communication.
• Take responsibility for incident management and service requests.
• Develop and maintain professional business relationships with customers, partners and contractors.
• Plan, lead and co‑ordinate the continual service improvement of the Team’s services to ensure levels of support meet customers’ changing business requirements.
• Accountable for establishing, monitoring, and maintaining procedures and accurate reporting.

Let’s talk about you

• IS related diploma, HND or related experience, advanced support qualification such as MCSE or ITIL Foundation qualification.
• Experience of managing and leading teams.
• Experience of working in service support environment and customers.
• Substantial experience of support and development in a Microsoft Environment.
• Excellent communication, organisational and customer service skills.
• Attention to detail and the ability to multitask.
• Familiar with the use of service desk systems.
• Familiar with standards associated with IT practice such as ITIL, ISO 9000, 27001.

Please see the Job Description for the full list of accountabilities and requirements.

Contact

David Simpson on 01923 361732 or email us at [e-mail] quoting reference 12435.

Application Process

Please note we are unable to offer visa sponsorship for this role.

There are five sections to complete: Personal Details, CV, Supporting Statement & Information, Equality & Diversity, Submission & Declaration.

Diversity, Equality, and Inclusion

At Action for Children, we’re dedicated to building a diverse, inclusive, and authentic workplace.

We actively encourage applications from Black, Asian & Minority Ethnic, and disabled candidates as they are under‑represented within Action for Children. We want to take deliberate and purposeful action to ensure equal opportunity to all groups in society and for Action for Children.

Want to know more about Action for Children?

Find us on LinkedIn, Facebook or YouTube to get to know us better.

Closing Date

Wednesday 21st January 2026.

Interviews will be scheduled for week commencing 26th January 2026 by MS Teams.