Service Desk Team Leader - Hybrid IT Support & Leadership

Babcock International Group; Bristol; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading defense contractor in the UK is seeking a Service Desk Team Leader to manage IT operations and lead a dynamic team. The role involves ensuring exceptional customer service while meeting critical service-level agreements. Candidates should have proven leadership experience in a service desk environment and technical knowledge of IT systems. Additional benefits include a generous holiday allowance, matched contribution pension, and opportunities for professional development.

Benefits

Generous holiday allowance

Matched contribution pension scheme

Access to a Digital GP

Employee share scheme

Reservists in the armed forces receive 10 days special paid leave

'Be Kind Day' – one paid leave day for volunteering

Qualifications

• Proven leadership experience in a technical service desk environment.
• Hands-on management of service desk teams with high call volumes.
• Strong technical knowledge of IT systems and incident management.

Responsibilities

• Leading and motivating the team to meet performance targets.
• Managing network support operations and providing hands-on technical support.
• Reporting on team performance using daily, weekly, and monthly metrics.
• Conducting regular performance reviews for team members.
• Supporting analysts during peak call volumes.

Skills

Leadership in a technical service desk environment

Technical management of service desk teams with high call volumes

ITILv3 Foundation certification

Technical knowledge of Windows 7 & 10, Active Directory, and Exchange

Experience in incident management

Education

ITILv3 Foundation certification

Additional technical certifications

Job description

A leading defense contractor in the UK is seeking a Service Desk Team Leader to manage IT operations and lead a dynamic team. The role involves ensuring exceptional customer service while meeting critical service-level agreements. Candidates should have proven leadership experience in a service desk environment and technical knowledge of IT systems. Additional benefits include a generous holiday allowance, matched contribution pension, and opportunities for professional development.