Job Description

SERVICE DESK TEAM LEAD

Location:

Hybrid - 2 days per week in the office (if preferred)

At Grandir UK, we are looking for a Service Desk Team Lead to manage our internal IT Service Desk and lead a dedicated team delivering efficient solutions and exceptional customer service across the business.

Reporting to the Head of IT, you will play a key role in ensuring the smooth day-to-day operation of the service desk, driving employee satisfaction and supporting business success.

THE PURPOSE OF THE ROLE

To lead and manage the internal IT Service Desk team to ensure efficient resolution of incidents and service requests while maintaining high levels of customer service.

WHAT YOU WILL BE DOING

Managing day-to-day operations of the IT Service Desk and its team

Leading, mentoring and developing service desk colleagues

Overseeing incidents and responses, including managing external partners and keeping internal stakeholders updated

Monitoring ticket performance against SLAs and KPIs

Monitoring customer satisfaction, supporting complaint resolution and implementing continuous improvement

Supporting the Head of IT with onboarding of new technology, nurseries, partners, suppliers and team members

Handling technical escalations and ensuring timely resolution

Conducting trend analysis and implementing service improvements

Maintaining and developing internal documentation while overseeing team utilisation

Liaising with other departments, vendors and external partners

Working with the Head of IT to continuously improve technology, processes and end user experience

WHAT WE ARE LOOKING FOR

You will come from a hands-on technical support background with a strong understanding of service management practices and proven experience leading high-performing support teams.

You will be confident managing SLAs, incident handling and continuous improvement within a multi-site organisation.

You will have a solid understanding of cyber security principles and the ability to communicate clearly with both technical and non-technical stakeholders.

ESSENTIAL SKILLS AND EXPERIENCE

At least 2 years' experience in a relevant team leadership role

At least 3 years' experience in 1st and 2nd line support roles

Proven experience of performance management and resource planning

Strong analytical, problem-solving and documentation skills

Excellent customer service and communication skills

Strong workload and time management skills

Ability to successfully pass an enhanced DBS check

DESIRABLE SKILLS AND EXPERIENCE

Project management experience and/or qualifications

Previous experience as a Service Desk Team Leader or Manager

Degree in a relevant subject

Experience implementing ITSM tools

WHAT WE OFFER

25 days' holiday plus bank holidays (3 days reserved for Christmas shutdown)

Generous childcare discount

Wellbeing Day - an additional day off each year

Private Medical Insurance (Bupa or equivalent)

24/7 remote GP appointments

Healthcare cash plan including dental and physiotherapy

Death in service policy

Employee Assistance Programme

Refer a friend cash bonus

Grand Event Leave after 2 years' service

Discretionary sick pay following probation

SAFEGUARDING AND EQUALITY

Grandir UK is committed to safeguarding and promoting the welfare of children and young people. An enhanced DBS check will be required for this role.