Job Description

Description

Hello. Welcome to Wanstor!

At Wanstor, we've been delivering award-winning IT solutions for over 22 years, and we're proud to keep growing year after year. Today, our team is over 200 strong, filled with talented professionals passionate about technology.

Wanstor stands at the forefront of the industry with a full portfolio of high-quality services. From our award-winning managed services to our robust data and development capabilities, networking and infrastructure expertise, and unparalleled security solutions, Wanstor is renowned in the market for excellence. Our strong customer references provide a solid foundation for your success. If you're looking for a place where your skills can thrive and grow, you'll feel right at home here!




We're looking for a Service Desk Team Leader to join our talented Service Management team. This role is crucial to ensuring customer requirements are met in terms of communication, prioritising, escalating and resolving incidents and requests.

The Service Desk Team leader provides leadership and mentoring to the Service Desk Team and will drive a culture of continual process improvement within the Service Desk team and the wider IT Team.

What You'll Do

Provide Day-to-day management of the Service Desk function for a subset of customers Drive the meeting of customer SLAs and an exceptional customer service, Ensure tickets are logged accurately and call queues are managed efficiently, Discover and diagnose customer issues effectively Undertake a weekly review of team call queues Lead and attend weekly Service Desk meetings to highlight performance, introduce staff and new clients/services. Use the forum for other BAU activities Performance manage 1st and 2nd line support technicians including staff appraisals, objective setting and 1:1 reviews. Ensure all staff have appropriate training and develop personal development plans to meet future requirements Manage the Service Desk rota alongside fellow SDMs and Team Leaders for early, late and weekend shifts Drive the continuous improvement of service through Incident Management, Change Management, Problem Management, Information Security and Knowledgebase practices Own the escalation of incidents (P1's & P2's) whilst expediting issues to the relevant teams

What You'll Need

Strong background in IT support, with hands-on experience at a 2nd line level, ideally in a fast-paced or customer-focused environment Solid understanding of ITIL principles, with practical experience across incident, problem, and change management processes Demonstrated ability to take full ownership of stakeholder relationships and manage projects through to completion with confidence and accountability Proactive approach to customer service, with a genuine drive to exceed expectations and deliver timely, effective support Highly organised, with the ability to juggle multiple priorities, work independently, and maintain control in dynamic situations A team motivator - brings positivity and energy to those around them, helping to foster a high-performance culture Creative and analytical thinker with a solutions-focused mindset, always looking for better ways of doing things Clear, confident communicator - comfortable handling challenging conversations and building trust with stakeholders at all levels Excellent verbal and written communication skills, with strong attention to tone, clarity, and detail Calm, professional and composed under pressure - leads by example and instils confidence in others

What You'll Love

Generous Time Off:

Enjoy 24 days of annual leave, increasing by 1 day each year up to 28 days, plus Bank Holidays.

Continuous Learning:

Participate in regular lunch and learn sessions with both internal and external speakers.

Personal Development:

Take advantage of 5 paid days annually to pursue new skills or knowledge.

Volunteer Opportunities:

Contribute to your community with 2 paid volunteer days each year.

Team Spirit:

Join a friendly team and engage in various social events organised throughout the year.

About Wanstor

Wanstor is an award-winning IT Solutions Company celebrating its 22nd year in business. The company has grown year on year and now has a team of over 240 staff. With IT Support Offices in central London and regional field-based IT Support, we are well placed to meet our customers' needs for a quick response.

We provide a range of hosted and deployed services for customers small and large. Our hosted solutions include hosted Email (Hosted Exchange), Hosted online back-up, Hosted Desktop, and Hosted Network Monitoring. Wanstor provides a full support service which includes a 24-hour helpdesk, network monitoring and on-site support.



Wanstor's clients provide a wide variety of fascinating opportunities for motivated technical staff. We employ service-oriented technical experts to work within our service team delivering a variety of hosted and deployed solutions.

We are a growing company with dedicated teams managing networks, storage and colocation. Our customers are some of the biggest brand names in the UK, and our consultants are some of the most skilled networking experts in the country.

As a service-centric organisation, we see people as our best competitive advantage as we strive to provide unsurpassed service to our customers. We expect a lot but at the same time are extremely supportive as we look to help realise each person's potential in building a successful career with Wanstor.

Core Values

We align ourselves to a core set of values & behaviours:

For the changemakers

For those who aren't afraid to push boundaries and challenge the norm. Always one step ahead, we're here to ignite innovation and propel businesses forward.

We know that when tech runs flawlessly, everything else follows suit - giving our customers the space to pursue their next bold idea.

For the go-getters

We're driven to stay curious and meet each challenge head-on, crafting future-proof solutions that empower others. We analyse, critique, and execute with precision, knowing excellence lies in the details and true support means always showing up.

Our track record reflects a commitment to real, lasting results that let charities care, cafes pour, and cities grow.

For those who drive forward and make good on every promise, we're here.

For the straight talkers

We'll always tell you what you need to hear, not what you want to hear. Navigating tech can be complicated, but the way forward shouldn't be.

We keep it real, clear, and helpful, guiding you every step of the way