Job Description

About the Role
Are you passionate about delivering exceptional IT support and leading high-performing teams? We're looking for an IT Service Desk Team Leader to join our dynamic IT Services team. In this pivotal role, you'll manage and mentor a team of Service Desk Analysts, ensuring efficient service delivery and outstanding customer experience.
You'll act as the escalation point for complex technical issues, drive process improvements, and help shape the future of our IT support services. If you thrive in a fast-paced environment and have strong leadership and technical skills, we'd love to hear from you!
What You'll Do
Lead, support, and develop the Service Desk team
Monitor performance and provide feedback to drive continuous improvement
Manage ticket escalations and ensure timely resolution of technical issues
Deliver hands-on support and troubleshoot hardware/software problems
Implement SLAs and process improvements to optimise service delivery
Build strong relationships with stakeholders and champion customer service excellence
What We're Looking For
Excellent communication and interpersonal skills
Strong organisational ability and a proactive approach
Proven experience in IT support, ideally with supervisory responsibilities
Solid technical knowledge (Windows, Microsoft 365, Azure, Intune, Active Directory)
Familiarity with ITIL or other best practice frameworks
A passion for delivering outstanding customer service
Desirable:
ITIL Foundation certification or higher
Experience in coaching or mentoring staff
Why Join Us?
Very competitive salary and benefits package
Opportunities for professional development and certification
A collaborative and supportive team environment
The chance to make a real impact on service quality and efficiency and contribute to the vision for the future of the organisation
Ready to take the next step in your IT career?
Apply now and help us deliver exceptional IT services that keep our organisation running smoothly
With over 1,200 employees across the Group, 30 offices in the UK, and international bases in Malaysia, Hong Kong, Cyprus, Vietnam, Singapore, and Mauritius

Skills Required