K.A.G. Recruitment are delighted to be partnering exclusively with our client, a market leader in UK Food Manufacturing, to recruit a Service Desk Team Leader for their head office based in Birmingham.
Role: Service Desk Team Leader
Salary: £45,000-£50,000 DOE
Hours: 37.5 per week
Location: Birmingham (B37)
Reporting to: Digital Services Manager
About the Role
This is a hands-on leadership opportunity where you will guide an IT Service Team, champion high-quality customer support, and help shape a modern, efficient, and collaborative IT service environment. You will play a key role in improving service delivery, driving best practice, and supporting digital transformation across the business.
Key Responsibilities
1. Lead, support, and motivate a high-performing Digital Services team, embedding company values into daily activity.
2. Oversee daily stand-ups focused on major incidents, ticket progression, and potential breaches.
3. Manage team rotas to ensure effective coverage for in-hours and out-of-hours support.
4. Take ownership of IT Service Management processes including Incident and change.
5. Work with internal teams and external suppliers to remove blockers and enhance service performance.
6. Produce and share monthly service dashb...