Service Desk Team Leader

Employee - Full Time

Leicester, United Kingdom

Great Career Opportunities

Global Reach

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TBA are looking to hire an adept Service Desk Team Leader to join the team. We are looking for an individual with a passion for Customer Service Excellence who can keep the Service Desk operating smoothly and provide excellent leadership to the team.

The Service Desk Team Leader is a key player within the TBA Service Delivery function who works closely with our key stakeholders and customers, demonstrating broad business knowledge, technical and functional proficiency, and delivering the outcomes that our customers are looking for. 

Our Service Desk provides Technical Support Service Solutions for customers in the UK and worldwide that use our Warehouse Management and Terminal Operating System software products. In addition, the Service Desk provides Global IT Services for the wider TBA Group of Companies.

Exciting opportunity - applications now open!

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What are we looking for?

You'll hit the ground running, taking on leadership of the internal Service Desk team, as well as liaising directly with customers and internal stakeholders to ensure users are supported throughout their journey.


You'll provide leadership and develop and implement ITIL processes as part of the Continual Service Improvement process.

  • Demonstrable experience of developing and delivering a high performing Help desk/ Service Desk function
  • People management experience in a service desk role
  • Strong communication skills including the ability to influence and persuade others and build effective relationships
  • Understanding of the Software Development Life cycle
  • Experienced in development of KPIs, measurement and continuous improvement
  • Demonstrable problem management and incident resolution experience Understanding of service desk best practice, procedures, processes, and applications
  • Highly organised and systematic in your approach to work and experienced in organising/prioritising others workload
  • Able to cope well under pressure and display personal ability to market and promote the service desk.
  • Highly organised and systematic in your approach to work and experienced in organising/prioritising others workload
  • Able to cope well under pressure and display personal resilience
  • Able to exercise strong judgement and be comfortable performance managing others
  • Customer focused and be able to engage with people at all levels to get the best from the teams you work with
  • Ability to manage and prioritize tasks efficiently and deal with ambiguity
  • Able to demonstrate a proactive, 'can-do' attitude and mindset
  • A working knowledge of current industry-standard IT architecture, platforms, and solutions
  • About the role

    The Service Desk Team Leader plays a pivotal role in ensuring excellence is achieved with respect to client delivery and customer satisfaction. They are accountable for managing the services delivered by the team and representing the interests of the customer. Ability to multi-task in a pressurised help desk environment is a key attribute required, along with excellent stakeholder management, planning, and organisation skills. 

    The Service Desk Team Leader is skilled in establishing close, productive working relationships with the team, customers, and colleagues alike.
    The successful candidate will ensure TBA commitments are delivered professionally and in line with our values. This is a hands-on role, that works in close collaboration with Service Delivery Managers, product owners and technical teams. Delivery oversight, performance reviews, continual service improvement and pro-actively managing escalations are key and regular activities.

    Key Responsibilities:

  • Lead and direct the operations and services provided by the Service Desk
  • Ensure that systems, procedures, and methodologies are in place and fully operational
  • Take accountability for service delivery performance, meeting service expectations, and driving operational maturity
  • Provide accurate and regular reports to management on performance of the Service Desk
  • Monitor and oversee delivery for the service to ensure optimal service and client outcomes
  • Coordinate and manage cross-departmental activities, building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments
  • Ensure that the services are operated within agreed constraints and that exceptions are reported and escalated as appropriate
  • Working closely with other leads and managers, you will provide a flexible and agile service capability, that is both responsive to business change whilst ensuring a solid and reliable delivery platform that supports continuous service improvement and the introduction of new services and customers
  • Build and foster operational relationships with key client and delivery stakeholders
  • Participate in the resolution of critical incidents and drive post-incident reviews 
  • You will receive;

  • Salary: £negotiable depending on skills and experience
  • 25 days annual leave plus UK bank holidays
  • Flexible working options
  • Workplace pension
  • Private Health Care
  • Employee Perks Scheme
  • 1. Submit your application

    Simply click on the vacancy you wish to apply for and follow the instructions.

    2. Shortlisting

    Shortlisting normally takes around five working days. If you are selected after the initial assessment, you will be invited for a face-to-face interview or an interview via MS Teams.

    3. The Interview Stage

    We always give applicants adequate time to prepare and we strongly advise to do as much research as possible. Your interview process will be communicated ahead of time.

    4. Offer Stage

    If you have been successful, congratulations! Our interview stage is meticulous and by no means easy. So, if you’ve been offered a place with us, we wholeheartedly welcome you to the team and look forward to exciting times ahead.

    Interested in this position?

    Become a part of the TBA Group team as a Service Desk Team Leader.

    We'd love to hear from you.

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