Reed
IT Service Desk Team Leader (24×7 Operations)
An organisation is seeking an experienced IT Service Desk Team Leader to oversee a high-performing support function delivering 24×7 IT services across a multi-entity environment.
This role is focused on driving service performance, improving first-time resolution, and ensuring a reliable, customer-focused IT front door.
Key Responsibilities
- Lead and develop a team of ~10–15 Service Desk Analysts in a 24×7 environment
- Oversee day-to-day Service Desk operations (incidents & service requests)
- Ensure delivery against SLAs, KPIs, and customer satisfaction targets
- Act as escalation point for major incidents and operational issues
- Manage rota planning to maintain continuous support coverage
- Drive improvements such as first-time fix and shift-left initiatives
- Monitor and improve key metrics (SLA, FTF, ASA, CSAT)
- Maintain high standards in ticket quality, documentation, and knowledge management
- Collaborate with wider IT teams (2nd line, technical operations, service management)
- Support major incident processes and service improvement initiatives
- Promote ITIL best practice (Incident, Problem, Change, Request)
Experience Required
- Proven experience in a Service Desk Team Leader / Supervisor / Senior Analyst
- Background in 24×7, shift-based IT support environments
- Strong experience managing or mentoring Service Desk teams
- Track record delivering against key Service Desk KPIs
- Experience within ITIL-based service environments
- Strong incident & escalation management experience, including major incidents
- Hands-on use of ITSM tools (e.g. ServiceNow or similar)
- Experience driving service improvements (shift-left, knowledge management, process optimisation)
- Experience supporting multi-site or enterprise environments
Key Attributes
- Customer-first mindset with strong awareness of business impact
- Confident leader able to motivate and develop teams
- Calm and decisive under pressure, especially during major incidents
- Strong communication skills across technical and non-technical audiences
- Collaborative, proactive, and solution-oriented approach
- Focus on continuous improvement and service excellence
- High attention to detail and accountability for outcomes
- Resilient and adaptable in fast-paced, always-on environments
Summary:
Ideal for a hands-on Service Desk leader with strong operational control, people leadership, and a passion for improving IT service delivery in a 24/7 enterprise setting.
To apply for this job please visit www.reed.co.uk.
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