As a Service Desk Team Leader, you'll be at the heart of our IT operations, leading a dynamic team of Service Desk Analysts, Support Technicians, and System Administrators. Your leadership will ensure we deliver exceptional customer service and meet critical service level agreements across our secure networks. This role requires a blend of technical expertise and people skills to make a real difference in our business and national security.
This role is full time, 37.5 hours per week and provides hybrid working arrangements with three days in the office/onsite and two days working from home.
Responsibilities
* Lead and motivate the team to meet performance targets and deliver outstanding customer service
* Manage red network support operations, including hands‑on technical support when needed
* Report on team performance using daily, weekly, and monthly metrics
* Conduct regular performance reviews and ensure team members receive the training they need to excel
* Support analysts during peak call volumes or when additional expertise is required
Qualifications
* Proven leadership experience in a technical service desk environment
* Hands‑on management of service desk teams with high call volumes
* ITILv3 Foundation certification
* Strong technical knowledge of Windows 7 & 10, Active Directory, Exchange, Remote Desktop, and Server Infrastructure
* Experience in incident management and direct customer interaction
* Additional technical certifications are advantageous
Security Clearance
The successful candidate must be a sole UK national who is able to achieve and maintain Standard (BPSS), Security Check (SC) and Developed Vetting (DV) security clearance for this role. Many positions within our company are subject to national security clearance and Trade Control restrictions, which may affect eligibility based on place of birth, nationality, current or former citizenship, or residency.
Benefits
* Generous holiday allowance
* Matched contribution pension scheme, with life assurance
* Access to a Digital GP, annual health check and nutritional consultations through Aviva DigiCare+
* Employee share scheme
* Employee shopping savings portal
* Payment of Professional Fees
* Reservists receive 10‑day special paid leave
* Holiday trading, allowing employees to buy or sell up to one working week of annual leave
* 'Be Kind Day', enabling employees to take one paid day to volunteer with a chosen organisation or registered charity
* Excellent development opportunities and benefits package including an employee assistance programme supporting physical, mental and financial wellbeing
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