IT Service Desk Team Leader - 14 Month Fixed Term Contract - West Midlands, UK
Employer:
Housing 21
Location:
West Midlands, UK, B16 8TP
Pay:
£38,173 per year, Competitive
Contract Type:
Permanent
Hours:
Full time
Disability Confident:
No
Closing Date:
03/05/2026
About this job
IT Service Desk Team Leader Salary: £38,173 per annum Location: Hybrid, Birmingham The vacancy Hours: Full time - 35 hours per week/ 70 hours over two weeks (nine-day fortnight) Shift pattern: Shift patterns will be agreed with the successful candidate to align with operational support hours (08:00–17:00). There is a requirement to be based at Tricorn House head office on Tuesdays and Thursdays, with additional on-site days as needed to meet business requirements.
The role We are currently looking to recruit a IT Service Desk Team Leader to join our IT Operational Services team here at Housing
21. Within the role you will be responsible for overseeing the day-to-day operations of the IT Service Desk, ensuring timely and effective resolution of support tickets in line with SLAs.
This role involves direct management and development of the IT Service Desk Operators, facilitating their growth and ensuring the team has the necessary skills and knowledge to support business needs.
The Service Desk Team Leader will manage triage and ticket management processes, oversee customer escalations, and maintain comprehensive support documentation.
This position is crucial for ensuring consistent, high‑quality IT support services and driving continuous improvement in user experience and service reliability.
Curious to know more?
If you’re looking for an opportunity where you can make a real difference, with an organisation with a strong social purpose, take a look at the job description attached.
We’d love to meet you What we’re looking for The essential requirements for the role include:
* Hands‑on experience in Service Desk or IT support roles
* Strong understanding of ITIL or similar IT service management frameworks
* Proven ability to manage triage, ticketing systems, and multi‑channel customer response services
* Solid technical knowledge of IT systems and applications
* Experience in resolving technical issues and allocating work for resolution
* Excellent customer service skills with a focus on delivering high‑quality support
* Experience in producing and maintaining support documentation
* Proactive in identifying opportunities for improvement in user experience and service reliability
* Experience in analysing service desk performance metrics and trends
* Experience in managing major incidents and stakeholder communications during such events - 5 GCEs (A-C)/GCSEs or equivalent including Maths and English
* Certifications such as ITIL or equivalent Why us?
We support our employees to do what they do best, whether that’s through flexible working, learning new skills or being part of a friendly and supportive workplace culture.
We also offer a great benefits package including Blue Light Card discount, holiday trade scheme, volunteer days, Occupational Sick Pay, Occupational Maternity Pay and more.
As part of our commitment to our employees and offering flexibility, we now offer a nine‑day fortnight, providing employees with the opportunity to work their hours across nine days and have a three‑day weekend every other week.
Further details on how this works will be discussed with successful candidates upon an offer being made.
An offer of employment will be subject to the satisfactory completion of a basic disclosure check, satisfactory references, and induction training.
Closing date for applications: 16 April 2026 Due to the nature of this role this advert may close earlier than the closing date listed and once sufficient applications have been received.
Please apply early to avoid disappointment.
Jobs are provided by the Find a Job Service from the Department for Work and Pensions (DWP).
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