IT Service Desk Team Leader

An organisation is seeking an experienced IT Service Desk Team Leader to oversee a high-performing support function.

This role is focused on driving service performance, improving first-time resolution, and ensuring a reliable, customer-focused IT front door.

🔹 Key Responsibilities

Lead and develop a team of ~10-15 Service Desk Analysts in a 24×7 environment
Oversee day-to-day Service Desk operations (incidents & service requests)
Ensure delivery against SLAs, KPIs, and customer satisfaction targets
Act as escalation point for major incidents and operational issues
Manage rota planning to maintain continuous support coverage
Drive improvements such as first-time fix and shift-left initiatives
Monitor and improve key metrics (SLA, FTF, ASA, CSAT)
Maintain high standards in ticket quality, documentation, and knowledge management
Collaborate with wider IT teams (2nd line, technical operations, service mana...