Job Description

We are seeking an experienced IT Service Desk Team Leader to oversee the day-to-day running of our IT Service Desk. This role involves building, leading, and developing the Service Desk team, ensuring excellent service delivery, and maintaining high levels of customer satisfaction. The ideal candidate will have a strong understanding of ITIL practices, call centre operations, incident management, and the ability to manage both people and processes effectively.
Key Accountabilities

• Lead and manage the IT Service Desk team, ensuring consistent delivery of high-quality support across all incidents and requests.
• Oversee daily operations including call handling, ticket management, and SLA adherence to deliver exceptional customer service.
• Implement ITIL-aligned processes for incident, request, problem, and escalation management to improve efficiency and reduce recurring issues.
• Monitor and analyse Service Desk performance metrics, reporting on KPIs and trends to senior IT management.
• Act as the escalation point for high-priority incidents, ensuring timely resolution and effective communication to stakeholders.
• Drive team development by coaching, mentoring, and conducting regular performance reviews to build skills and capability.
• Collaborate with other IT teams to ensure seamless handover of escalated issues and support continuous improvement initiatives.
• Manage Service Desk resource planning, including rotas, workload distribution, and coverage for peak periods.
• Ensure knowledge base articles, procedures, and documentation are accurate, up to date, and easily accessible to the team.
• Lead continuous improvement projects to enhance the Service Desk's efficiency, customer satisfaction, and alignment with business needs.

Person Specification
Experience

• Proven experience leading or supervising an IT Service Desk or similar support team.
• Strong knowledge and application of ITIL principles in a service delivery environment.
• Demonstrated success managing incidents, escalations, and high-pressure situations.
• Experience in reporting on KPIs, SLAs, and using ITSM tools.
• Background in IT support (hardware, software, Microsoft 365, Active Directory, Azure, Intune).

Technical Skills

• Proficiency in troubleshooting hardware, software, and network connectivity issues.
• Proficiency in ITSM platforms for ticketing and reporting (e.g., ServiceNow, ManageEngine, Jira).
• Strong understanding of ITIL v4 processes and incident lifecycle management.
• Familiarity with managing support of Microsoft 365, Active Directory, Azure, and Intune administration.
• Familiarity with managing support for hardware (laptops, mobiles, tablets, peripherals) and SaaS applications.
• Ability to write and maintain clear support documentation and knowledge base content.

Qualifications

• ITIL Foundation certification (essential).
• Relevant leadership or management training/certification (desirable).
• Microsoft certifications (e.g., M365, Azure) are advantageous.
• Degree or equivalent experience in IT, Computer Science, or related discipline (desirable). Background or experience in IT support.

The Benefits
Our customers deserve the best and the same applies to our people. We'll support you with all of the technology, training and support that you need to do your job well. We offer competitive salaries and a range of benefit packages. In addition to the core benefits, we also offer a range of exclusive discounts on extra benefits to help you and your family make the most of your money, safeguard your future and look after your health.
Diversity
We're committed to promoting diversity at Emeria and recruit on merit. We will consider applications from job share applicants.
Ready to Apply?
Click the below apply button to start your application for this role. We will ask you to upload your CV and answer a few questions.
If you meet the criteria for the role we'll be in touch to arrange a short telephone interview and our shortlist of candidates will be invited to attend interviews with the hiring manager and up to three other key stakeholders.
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