Service Desk Team Lead

Wanstor

. Provide day-to-day management of the Service Desk function for a subset of customers .

Posted 10/3/2026full-timeLondon • United KingdomSenior💰 £40,000 - £45,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in managing Service Desk operations, ensuring adherence to SLAs while fostering a culture of continuous improvement through ITIL practices. Capable of effectively mentoring support technicians and managing stakeholder relationships to enhance customer service delivery.

Highest-signal resume keywords

IT Support ExperienceITIL PrinciplesIncident ManagementChange ManagementProblem Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

2nd Line SupportTicket ManagementService Desk ManagementPerformance ManagementCustomer SLA Management

Soft Skills

Proactive Customer ServiceClear CommunicationOrganizational SkillsAnalytical ThinkingCalm Under Pressure

Industry Keywords

Stakeholder ManagementContinuous ImprovementKnowledgebase PracticesTeam LeadershipPersonal Development Plans

About the role

Key responsibilities & impact

Provide day-to-day management of the Service Desk function for a subset of customers
Drive the meeting of customer SLAs and exceptional customer service
Ensure tickets are logged accurately and call queues are managed efficiently
Discover and diagnose customer issues effectively
Undertake weekly reviews of team call queues
Lead and attend weekly Service Desk meetings
Performance-manage 1st and 2nd line support technicians, including appraisals, objective setting and 1:1 reviews
Ensure staff receive appropriate training and develop personal development plans
Manage the Service Desk rota for early, late and weekend shifts
Drive continuous improvement through Incident Management, Change Management, Problem Management, Information Security and Knowledgebase practices
Own escalation of P1 and P2 incidents and expedite issues to relevant teams
Provide leadership and mentoring to the Service Desk Team

Requirements

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
Proactive approach to customer service
Highly organised, with the ability to juggle multiple priorities and work independently
Creative and analytical thinker with a solutions-focused mindset
Clear, confident communicator, comfortable handling challenging conversations and building trust with stakeholders at all levels
Excellent verbal and written communication skills
Calm, professional and composed under pressure

Benefits

Comp & perks

24 days of annual leave, increasing by 1 day each year up to 28 days, plus Bank Holidays
Regular lunch and learn sessions with internal and external speakers
5 paid days annually for personal development
2 paid volunteer days each year
Various social events organised throughout the year