ServiceDeskTeamLeader

Service Desk Team Leader Birmingham x3 days in the office per week (Internal Job Level Reference: Specialist/Team Lead) We're looking for an experienced service desk team leader to head up a dedicated support team for one of our most valued customers. This is a high-impact role at the heart of our operations you'll set the standard for what great service looks like, day in and day out. You'll lead a team of 8–10 engineers keeping everything running smoothly, building a culture people are proud to be part of, and making sure our customer always feels looked after. **The role** Reporting to the Customer Operations Manager, you'll be responsible for the day-to-day leadership of a dedicated client service desk based in Birmingham. You'll be in the office three days a week, with the flexibility to work from home for the remainder. **Requirements** **What you'll be doing** * Leading, developing and supporting a team of 8–10 agents managing rotas, leave, absence and day-to-day performance * Owning team performance against key metrics including first contact resolution, call handling times, SLT adherence, ticket quality and CSAT * Managing escalations and delegating technical issues to senior agents, ensuring everything is resolved in line with agreed processes * Driving continuous improvement spotting what's not working and seeing improvements through to completion * Running regular team meetings and shift handovers, keeping everyone informed and aligned * Reviewing negative CSAT responses, engaging directly with the customer and putting plans in place to prevent recurrence * Building strong relationships with the wider leadership team and keeping your Service Desk Manager updated on any high-level incidents or escalations **What we're looking for** * Proven experience leading a service desk team * A strong KPI ownership mindset you know how to set expectations and hold a team to them * Excellent communication skills, both written and verbal * Analytical and methodical app