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Published 2023-09-29

Service Desk Team Leader

Type of job: Remote
Country: England
City: London
Company: Methods Business and Digital Technology

Description of the offer


The Service Desk Team Leader, like the Principal Service Desk Analyst, is there to achieve the resolution (both reactive and proactive) of problems throughout the information system lifecycle, including classification, prioritisation and initiation of action, documentation of root causes and implementation of remedies to prevent future incidents. In addition, this role is responsible for line managing Service Desk Analysts and ensuring that they operate efficiently while maintaining a high standard of service delivery. The Service Desk Team Leader plays a pivotal role in supporting the Service Desk Manager in achieving operational excellence and delivering exceptional customer service. The Service Desk Team Leader will deputise for the Service Desk Manager at times of high workload or absence.


  • Experience of working on a Service Desk
  • Embrace a passion for IT and technology
  • A proven focus and ability to deliver effective customer service, achieving high levels of customer satisfaction through professional attitudes and situational awareness.
  • Understanding and appreciation of effective leadership practice
  • Strong communication skills, including the ability to be influential and persuasive with stakeholders
  • Experience of producing meaningful and insightful Service Desk Metrics / KPI reports
  • Adept at producing high quality documents and documentation
  • Demonstrate flexibility and adaptability to meet the needs of demanding workloads.
  • Willingness and ability to work during weekends and out‐of‐hours when necessary (additional compensation for these hours of working will apply in line with T&Cs).


Fully Remote, Birthday off, 25 days of Holiday, Great team spirit and collaboration.

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