Team Leader – IT Service Desk

Overview

As Team Leader for the London-based IT Service Desk, you will guide a high-performing ETS team to deliver reliable employee IT support across EMEA. You’ll own service delivery, governance and escalations, driving continuous learning and root-cause fixes. You’ll collaborate with Engineering, Infrastructure and Product to improve tools, processes and outcomes. This role combines leadership with hands-on operational excellence to ensure a superior employee experience and scalable support. You’ll influence improvements through data and proactive risk management.

Responsibilities

• Lead and coach a high-performing Service Desk team with shared accountability and continuous learning
• Manage workload, escalations and service performance focusing on employee experience
• Act as escalation point for complex issues and ensure complete diagnosis and resolution
• Identify recurring issues, close knowledge gaps, and drive root-cause fixes to reduce repeat demand
• Proactively manage operational risks and communicate with employees, stakeholders and partner teams
• Drive knowledge, self-service, automation and process standardisation to improve quality and efficiency
• Collaborate across ETS, Engineering, Infrastructure and Product to share context and ownership
• Use service data to identify improvements and influence changes to tools, processes and policy
• Maintain governance across tickets, documentation, procedures and service management practices
• Assist with recruitment, resource planning and fostering an inclusive team culture

Key requirements

• 5+ years in IT support or service delivery
• 1+ year in a leadership role
• Experience coaching and performance managing technical support teams
• Strong understanding of incident, request, problem, change and knowledge management
• Solid enterprise tech knowledge across desktop, mobile, software, networking, VPN, peripherals and endpoint security
• Strong judgement, problem solving, communication and stakeholder management
• Track record of end-to-end ownership and improving beyond the immediate team
• Experience managing SLAs, KPIs, escalations and operational performance
• Experience in a global, cross-functional support environment

• leadership
• communication
• stakeholder management
• ITIL v4 (preferred)
• incident management
• change management

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