IT Service Team Leader
6-Month Fixed Term Contract
Location: Shirley Office, 3 days a week (with occasional travel)
As Service Desk Team Leader, you will lead a team of approximately 10 Service Desk Associates, ensuring a consistently high standard of IT support while continuously improving processes, tools, and performance. You’ll be responsible for day-to-day operations, P1 & P2 incident management, stakeholder engagement, and delivering a modern, efficient, and customer‑focused service desk.
Key Responsibilities
Leadership & Team Development
* Lead, mentor, and develop a team of Service Desk professionals
* Manage performance, wellbeing, scheduling, and career progression
* Build a collaborative, high‑performing, and customer‑focused culture
Service Delivery & Operations
* Oversee daily Service Desk operations, ensuring fast and effective issue resolution
* Monitor ticket volumes and performance against SLAs
* Handle escalations and lead P1 & P2 incident management
* Ensure 100% focus on customer satisfaction
Continuous Improvement & Strategy
* Identify and implement process improvements and automation opportunities
* Develop service roadmaps aligned to business strategy
* Introduce self‑service tools and knowledge management enhancements
Governance & Best Practice
* Own Incident, Request, and Knowledge Management processes
* Ensure ITIL‑aligned service delivery and compliance with governance standards
* Promote cybersecurity awareness and enforce security protocols
Stakeholder & Supplier Management
* Build strong relationships across IT, central support teams, and business units
* Coordinate with third‑party suppliers and internal stakeholders
* Conduct regular service reviews and present performance insights
Reporting & Analytics
* Track and report on KPIs and service metrics
* Deliver data‑driven insights and recommendations to senior leadership
Experience Required
Essential Experience & Knowledge
* At least 2 years’ experience in a Service Desk leadership role
* Strong technical background with ITSM tools and administration
* Solid understanding of ITIL and service management frameworks
Skills & Attributes
* Proven leadership and team management ability
* Excellent problem‑solving and decision‑making skills
* Strong communication skills (written and verbal)
* A proactive, continuous improvement mindset
* Customer‑first approach (“clinic‑first” mindset)
Desirable
* Experience managing remote teams
* ServiceNow ITSM Tool
* Background in veterinary or healthcare sectors
* ITIL Foundation, PRINCE2, or equivalent certifications
* Degree in IT, Computer Science, or related field
MVHE is an equal opportunity employer and welcomes applications from candidates with diverse backgrounds.
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