Location: Craigavon
Hours: Full‑time - Maternity Cover
Salary: Competitive
Business Unit: Central Services
Open To: Internal and External Applicants
Ref No.: HRJOB11420
The Role
The Service Desk Team Leader plays a critical role within Central Services, overseeing the day‑to‑day operation of the Level 2 Service Desk team and ensuring end users receive a high‑quality, responsive and effective support service.
Reporting to the Global Service Delivery Manager, the post holder will provide leadership and direction to the Service Desk team, ensuring service requests are accurately logged, prioritised, escalated and resolved in line with agreed Service Levels, policies and procedures. The role has responsibility for monitoring, tracking and coordinating Service Desk activities to ensure a consistently high standard of service delivery.
The Service Desk Team Leader will drive continuous improvement within the function by reviewing service request trends, analysing performance metrics and identifying opportunities to improve responsiveness, first‑time resolution rates and overall customer satisfaction. They will also play a key role in enforcing escalation procedures and ensuring accurate documentation and incident closure.
In addition, the role involves coordinating and delivering Service Desk training, ensuring all team members are appropriately trained and informed of changes within the IT environment. The post holder will act as a customer advocate, liaising with business stakeholders to understand service satisfaction levels, support project activity and ensure alignment with organisational needs.
This role requires flexibility, as regular coverage beyond normal working hours is a condition of employment.
Key Requirements
* Eligibility to work in the UK OR possession of a valid work permit
* Educated to degree level (or equivalent)
* Previous experience in a supervisory or people management role
* Experience leading workload prioritisation and scheduling within a service‑focused environment
* Experience working to Service Level Agreements (SLAs)
Please note further desirable criteria are contained within the Job Description attached at the bottom of the job advert.
Further Information
The successful candidate will work closely with other Service Desk Team Leaders to drive improvements across service delivery, customer satisfaction and operational efficiency.
Apply Now
Apply online and tailor your CV to outline how you meet the role criteria. Please upload your CV in PDF format where possible.
Closing Date
We will no longer be accepting applications after 5pm on 26th April 2026.
Recruitment Agencies
Almac does not accept speculative CVs from recruitment agencies. Any CVs submitted without prior agreement from the Talent Acquisition team will be considered unsolicited and no agency fee will be payable.
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