The Role
Join our dynamic team as the IT Service Desk Team Leader, where you'll report to the IT Operations Manager and ensure our global service desk operates at peak performance. You'll serve as an escalation point for technical issues, ensuring KPIs and SLAs are met, and monitoring communication quality between your team and internal clients. With a strong focus on customer satisfaction and engagement, you'll drive transparency and performance improvements. You'll also be involved in strategic projects, conduct weekly one-on-one meetings to support team development, and streamline onboarding and offboarding processes. Your technical expertise will be crucial in managing escalations and queries, ensuring seamless operations.
Key Responsibilities
* Serve as a technical escalation point for Service Desk Analysts (SDAs).
* Monitor and ensure compliance with KPIs and SLAs.
* Work on tickets as needed for coverage or technical escalation.
* Conduct weekly one-on-one meetings with SDAs.
* Perform six-month performance reviews.
* Foster a culture of continuous improvement through training and development.
* Monitor stock levels of equipment and report when additional kit is required.
* Manage Microsoft 365 administration.
* Ensure timely and accurate completion of onboarding and offboarding processes.
* Update and maintain the asset management system.
* Devise improvements to service desk software and processes.
* Produce and share reports on service desk performance with IT management.
* Maintain transparent internal communication of updates and service status.
* Provide hands-on testing and troubleshooting of hardware, including laptops, monitors, and headsets.
What We Are Looking For From You
* Experience managing an IT support team.
* Strong team player with the ability to foster a collaborative environment.
* In-depth knowledge of Microsoft 365 Management, Intune, Azure Active Directory, M365 E5 application stack, and Active Directory.
* Strong analytical and logical troubleshooting skills.
* Excellent communication skills to effectively interact with team members and the wider business.
* Strong understanding of customer satisfaction and engagement.
* Ability to plan, organize, and adapt to changing priorities.
* Experience with service desk operations, including ticket management and workflow automation.
* Knowledge of asset management systems and hardware support.
* Desire to learn and develop professionally.
* Ability to create and update training resources and promote a culture of continuous improvement.
You don't need to meet every requirement. If you're motivated, passionate, and think you'd be a great fit, we would love to hear from you. As an equal opportunities employer, we're committed to making our recruitment process inclusive, accessible, and welcoming for everyone. If you require any adjustments or accommodations to support you during the recruitment process, please let us know.
What You Get In Return
* Annual discretionary performance (company related) bonus
* 25 days annual leave, rising by one day each year to a maximum of 28 days.
* Day off on your birthday
* Enhanced parental leave
* Employer pension contribution
* Employee Assistance Program
* Volunteering leave
* Designated learning and development time
Why Work With Us
At Inside Travel Group, we value Knowledge, Friendliness, Passion, Determination, Quality, and Integrity. We believe in creating a workplace where everyone feels welcome, supported, and inspired to do their best work. We celebrate the different cultures, perspectives, lifestyles, and experiences that shape our team, and we welcome applications from people of all backgrounds and communities.
How To Apply
We will be reviewing and interviewing candidates on a rolling basis, so we encourage you to submit your application as soon as possible. Due to the high volume of applications, we may close the application process before the stated deadline if we receive enough qualified candidates. Please note that all applicants must have the legal right to work in the UK. While we do not provide visa sponsorship, applications from candidates on valid, time-limited visas are welcome.
Closing Date: 24th October 2025
First Interviews: On a rolling basis
Start Date: Monday 1st December 2025