Service Desk Team Leader
Location: Exeter / Hybrid (3 days a week in office)
Salary: £35,000£45,000 (DOE)
Our client is looking for an experienced Service Desk Team Leader to lead and develop their 1st Line Service Desk team.
This is a fantastic opportunity for someone who enjoys blending hands-on technical support with leadership, coaching and process improvement all within a friendly, collaborative and growth-focused business.
Responsibilities of the Service Desk Team Leader:
Youll be responsible for the daily operations of the 1st Line Service Desk, ensuring support tickets are logged, triaged and resolved efficiently. Working closely with Service Delivery Consultants and the Technical Improvement Lead, youll help shape best practice, streamline processes, and deliver exceptional customer experiences.
Youll also play a key role in mentoring the team, maintaining high service standards, and ensuring client SLAs are consistently achieved.
1. Leading, mentoring and supporting the 1st Line Service Desk team.
2. Monitoring and managing ticket queues to ensure timely resolution and accurate escalation.
3. Maintaining strong client communication and ensuring SLA adherence.
4. Assisting with complex or high-priority technical issues where required.
5. Analysing performance metrics and ...