IT Service Desk Team Leader

As Service Desk Team Leader, you will lead a team of approximately 10 Service Desk Associates, ensuring a consistently high standard of IT support while continuously improving processes, tools, and performance.

You'll be responsible for day-to-day operations, P1 & P2 incident management, stakeholder engagement, and delivering a modern, efficient, and customer-focused service desk.

Key Responsibilities

Leadership & Team Development

• Lead, mentor, and develop a team of Service Desk professionals

• Manage performance, wellbeing, scheduling, and career progression

• Build a collaborative, high-performing, and customer-focused culture

Service Delivery & Operations

• Oversee daily Service Desk operations, ensuring fast and effective issue resolution

• Monitor ticket volumes and performance against SLAs

• Handle escalations and lead P1 & P2 incident management

• Ensure 100% focus on customer satisfaction

Continuous Improvement & Strategy

• Identify and implement process improvements and automation opportunities

• Develop service roadmaps aligned to business strategy

• Introduce self-service tools and knowledge management enhancements

Governance & Best Practice

• Own Incident, Request, and Knowledge Management processes

• Ensure ITIL-aligned service delivery and compliance with governance standards

• Promote cybersecurity awareness and enforce security protocols

Stakeholder & Supplier Management

• Build strong relationships across IT, central support teams, and business units

• Coordinate with third-party suppliers and internal stakeholders

• Conduct regular service reviews and present performance insights

Reporting & Analytics

• Track and report on KPIs and service metrics

• Deliver data-driven insights and recommendations to senior leadership

Do you have experience in Team management?, * At least 2 years' experience in a Service Desk leadership role

• Strong technical background with ITSM tools and administration

• Solid understanding of ITIL and service management frameworks

Skills & Attributes

• Proven leadership and team management ability

• Excellent problem-solving and decision-making skills

• Strong communication skills (written and verbal)

• A proactive, continuous improvement mindset

• Customer-first approach ("clinic-first" mindset)

Desirable

• Experience managing remote teams

• Service Now ITSM Tool

• Background in veterinary or healthcare sectors

• ITIL Foundation, PRINCE2, or equivalent certifications

• Degree in IT, Computer Science, or related field

Mars Veterinary Health (MVH) Europe is a family of leading veterinary care providers committed to creating a better world for pets. Our network includes trusted brands such as AniCura and Linnaeus, operating over 500 animal hospitals and clinics across 18 European countries. Together, our teams deliver high-quality, modern veterinary care for companion animals, ensuring peace of mind for pet owners through excellent access and patient safety. AniCura, our largest brand in Europe, provides care to over three million patients each year through 12,500 dedicated professionals. Linnaeus, operating primarily in the UK and Ireland, is home to over 6,000 Associates empowered to deliver exceptional care through a culture of collaboration, clinical excellence, and continuous development. At MVH Europe, we prioritize a culture of accountability, inclusion, and wellbeing. We believe our purpose to make A BETTER WORLD FOR PETS starts with building a better world for our people. We support our teams through strong governance, comprehensive wellbeing programs, and a shared passion for delivering exceptional outcomes in veterinary care., We are proud to be Linnaeus, part of Mars. Linnaeus is a forward-thinking group of highly respected primary care and specialist referral practices in the UK and Ireland. Being family owned and part of Mars Veterinary Health, the largest veterinary company in the world, allows us to focus on advancing the veterinary profession to provide industry-leading pet care and unique career opportunities for our people. Why Linnaeus? - We pride ourselves in offering high-quality excellence of service and clinical care for our clients and their pets - We lead on sustainability and collectively drive positive change for people, pets and the planet - We prioritise your mental health and wellbeing - valuing equity, diversity and inclusion - We support your personal and professional development with best-in-class career frameworks and training programmes. We will empower and support you to grow your career from day one. We team up within our Mars family in partnership for a stronger future. Linnaeus is an equal-opportunity employer, and all qualified applicants will receive consideration for employment. We treat each other fairly and equitably and we are committed to fostering a culture that is inclusive and diverse for all our Associates. At Linnaeus, A BETTER WORLD FOR PETS starts with a better world for our people. If you would like to apply for this role, please click the Apply Button or for more information, please feel free to reach out directly to our Talent Acquisition team at careers@linnaeusgroup.co.uk   You must create an Indeed account before continuing to the company website to apply