Join to apply for the Service Desk Team Lead role at Indigo
Location: Magor Office, NP26 (with occasional travel to customer sites)
Overview
Are you a dynamic leader with a passion for service excellence and operational precision? Join Indigo as our Global Service Desk Team Leader and take charge of a high-performing team delivering world-class support to our global customer base.
What You’ll Be Doing
* Lead and inspire shift teams.
* Own and drive customer SLAs and KPIs, ensuring nothing short of excellence.
* Act as a key escalation point, resolving incidents with calm authority and precision.
* Collaborate across departments and service partners to deliver seamless support.
* Continuously improve processes, procedures, and performance standards.
* Represent Indigo in customer Service Review Meetings and internal leadership forums.
Your Key Responsibilities
* Line manage Service Desk Team Leaders and Coordinators, supporting their growth and performance.
* Transition new contracts into service with confidence and clarity.
* Maintain and optimise work schedules and rotas.
* Deliver monthly board-level reports and support billing/performance analytics.
* Provide out-of-hours managerial and technical escalation on a rota basis.
* Support pre-sales and bid activity alongside Group Operations and Sales.
* Own ISO compliance and drive quality improvements across the desk.
What You’ll Bring
* A strong background in telecoms and service desk operations.
* Proven leadership and management skills in a fast-paced environment.
* Exceptional communication, organisation, and multitasking abilities.
* A customer-first mindset with a track record of delivering results.
* Experience in incident management, reporting, and continuous improvement.
Why Indigo?
At Indigo, we don’t just support customers—we empower them. You’ll be part of a collaborative, forward-thinking team that values innovation, integrity, and impact. We offer:
* A supportive and inclusive culture.
* Opportunities for professional development and career progression.
* The chance to make a real difference in a global tech environment.
Ready to Lead the Future of Global Support?
Apply now and become a driving force in Indigo’s mission to deliver exceptional service, every time.
Seniority level
* Associate
Employment type
* Full-time
Job function
* Customer Service
* Telecommunications
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