IT Help Desk Team Leader

Overview

As Team Leader, you will guide the EMEA IT Operations Support team in London, acting as the primary contact for end users and ensuring a high-quality white-glove service for VIPs. You’ll collaborate across regions (APAC, NASA) to deliver 24/7 support and lead incident triage, KPI tracking, and knowledge management. This role focuses on developing and coaching the team while delivering value-driven IT solutions. You’ll work closely with the IT Manager to anticipate trends and maintain operational stability across devices and services.

Responsibilities

• Lead and develop the EMEA Operations team; ensure a white-glove service for VIPs
• Own incident and request triage, prioritisation, and clear communication to users
• Manage queues, prevent unassigned/unanswered calls, and model service excellence
• Track KPIs and CSFs; review metrics to drive correct outcomes for customers
• Utilise data to plan shifts, manage tickets, and ensure quality
• Identify training and development needs; foster continuous improvement
• Create and maintain ServiceNow ticket updates and knowledge base with regional focus
• Educate colleagues on best practices and technology adoption
• Collaborate with IT Manager to identify trends and remediation plans
• Review Start of Day checks; ensure operational stability of printers/peripherals
• Provide hardware/software maintenance support; adhere to global policies
• Maintain a global service standard and act as escalation point for engineering/operations
• Ensure consistent service delivery across locations; contribute to global mindset

Key requirements

• Experience in a customer-facing IT support team leadership role
• Experience using data to drive outcomes
• Knowledge of ServiceNow ITSM (or similar)
• Customer-oriented with a focus on continuous improvement
• Collaborative, process-driven, self-motivated
• Flexible with work outside core hours
• Knowledge of Microsoft 365 suite
• Experience with productivity tools (Teams, SharePoint, OneDrive, Exchange) is advantageous
• Knowledge of Active Directory & Azure AD administration
• Experience with Jira/ServiceNow and virtualization/storage/backup technologies
• Experience with Azure AD, M365, Intune; Windows Server/Client; Exchange; networking and monitoring

• customer orientation
• collaborative
• self-motivated
• ServiceNow ITSM
• Microsoft 365 suite
• Teams

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