Service Desk Lead

Role Purpose

The Service Desk Lead is responsible for the day-to-day running of the Service Desk team. This role ensures that tickets are triaged, assigned, and resolved in line with agreed SLAs, that the team is well-organised and supported, and that performance is tracked and reported to the IT Service Delivery Manager. The Service Desk Lead acts as the first point of escalation for complex or high-priority incidents and plays a hands-on role in developing the capability of the team

Key Responsibilities

• Oversee the day-to-day management of the Service Desk queue, ensuring tickets are triaged, assigned, and progressed in line with SLA targets.
• Act as the first point of escalation for incidents and requests that require additional expertise or priority handling, resolving or routing as appropriate.
• Manage team shift patterns and rotas to ensure adequate coverage across all operating hours.
• Monitor team performance against defined KPIs and SLAs; produce regular reports for the IT Service Delivery Manager.
• Identify patterns in ticket volume, recurring issues, or SLA breaches and raise findings to the IT Service Delivery Manager.
• Support the onboarding of new agents, including induction, process training, and tooling familiarisation.
• Provide ongoing coaching and day-to-day guidance to agents to maintain quality and consistency of service.
• Maintain accurate records in the ITSM platform, ensuring tickets are correctly categorised, updated, and closed.
• Contribute to process improvement initiatives under the direction of the IT Service Delivery Manager.
• Serve as a point of contact for end users on escalated issues, maintaining a professional and responsive service.
• Maintain and Manage IT Knowledge

Skills & Experience

• Experience working on or leading a Service Desk or IT support team.
• Solid working knowledge of incident management, request fulfilment, and escalation processes.
• Able to manage competing priorities and keep a team focused under pressure.
• Comfortable producing and presenting straightforward performance reports.
• Good interpersonal skills; able to support and develop individuals across a small team.
• Familiarity with shift-based or rota-managed working environments.
• ITIL Foundation (v4) certification is desirable but not essential.

Technologies & Tools

• ITSM platform for ticket management, queue oversight, and reporting (specific tooling to be confirmed).
• Productivity and communication tools standard to the organisation.
• Reporting or dashboard tooling used to track SLA and KPI performance.