In this role, you lead the IT Support Team in a London-based service desk, ensuring incidents and service requests are resolved efficiently and within SLAs. You coach a team of 4 engineers, handling escalations and driving service quality, customer satisfaction, and continuous improvement. You actively manage operations and act as the senior escalation point during incidents, shaping a collaborative, customer-focused support culture. This is a hands-on leadership role with impact on service delivery and team development.
Responsibilities
Lead day-to-day Service Desk operations and manage a team of 4 Support Engineers
Mentor, develop, and manage resource planning, rotas, and workload allocation; assist with recruitment, onboarding and training
Create a positive, collaborative, customer-focused team culture; conduct performance reviews and coaching
Ensure ticket handling within SLA targets; monitor queues, workloads, and escalation paths
Coordinate responses to high-priority incidents; maintain documentation and ticket quality
Serve as senior escalation point for customers and engineers; resolve complex technical/service-related issues
Drive customer satisfaction and identify recurring issues to implement preventative measures
Communicate effectively during incidents, outages, and service-impacting events
Key requirements
Enterprise Wi-Fi troubleshooting and support
LAN/WAN
TCP/IP, DNS, DHCP, VLANs and VPNs
Switches, routers, firewalls and wireless access points
Team Leadership
Lead, mentor and develop a team of Service Desk Analysts and Support Engineers
Manage resource planning, staff rotas and workload allocation
Assist with recruitment, onboarding and training initiatives
Create a positive, collaborative and customer-focused team culture
Conduct regular performance reviews and coaching sessions
Oversee daily Service Desk operations; ensure tickets are managed effectively and within SLA targets
Monitor queues, workloads and escalation paths; coordinate responses to high-priority incidents
Maintain excellent documentation and ticket quality standards
Act as senior escalation point for customers and engineers; resolve complex technical and service-related issues
Drive high levels of customer satisfaction; communicate during incidents and identify preventative measures
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