IT Service Desk Team Leader

We are seeking a proactive, people-focused, and technically capable IT Service Desk Team Leader to lead and grow our UK-based Service Desk team. This is a hybrid leadership role combining hands-on technical support with strategic involvement in IT Service Management (ITSM) and continuous service improvement.

Based out of our Head Office in Enderby, Leicester, you will lead a team of IT Service Desk Analysts across multiple UK sites, coaching and mentoring team members, managing performance, and ensuring an exceptional level of support is consistently delivered. You’ll work closely with the IT Service Delivery Manager to align team output with ITIL best practices and business objectives.

This role is ideal for someone who thrives in a fast-paced environment, is passionate about helping to develop people, and is motivated to drive real improvements in IT service delivery.

Responsibilities include:

• Leading, coaching and mentoring a team of UK-based Service Desk Analysts across multiple sites
• Monitoring team performance, SLAs and ticket queues
• Providing hands-on technical support and acting as an escalation point
• Coordinating workloads, shift coverage, and ticket distribution
• Managing high-priority and major incidents
• Delivering performance evaluations and development plans
• Supporting ITSM practices including incident, problem, and change management
• Driving continuous improvement in service delivery, processes and documentation
• Promoting a strong customer service culture within the team
• Reporting team metrics and risks to the Service Delivery Manager

OUR HIRING PROCESS:

• You’ve checked out our job ad
• It’s gathered your interest and you’ve applied using our easy application process
• If selected, you come meet our lovely team and we discuss the finer details
• In some cases, we might invite you for a second interview
• If successful, we make the offer and get the ball rolling
• Once in post you can recommend your friends come on over and earn a sweet referral bonus - for each one!

Do you have experience in Ticket management?, Do you have substantial experience of working within a busy IT Service Desk team? Are you technically savvy, with a solid understanding of ITSM principles and application of ITIL best practices? Focused on Continuous Improvement? A natural leader with prior experience of mentoring and coaching team members?, * The ability to communicate technical issues and changes clearly to colleagues across the business

• A natural leadership style that inspires trust, builds morale, and develops high-performing teams
• A passion for coaching, mentoring, and developing others
• Strong communication skills, especially when explaining complex technical issues to non-technical audiences
• A solid understanding of ITSM principles and experience applying ITIL best practices
• Confidence in managing incidents and escalations, remaining calm under pressure
• A proactive mindset with a focus on continuous improvement
• Demonstrable experience in a 1st/2nd line support or team leader role
• Strong skills in ticket management and prioritisation
• Experience coaching and mentoring in a support team setting
• Excellent skills in documentation, organisation, and reporting
• A solid understanding of service KPIs and metrics such as SLA, OLA, KPI, and CSAT
• Proficiency in Microsoft applications, particularly Excel and Outlook
• Excellent interpersonal and communication skills across all levels of the business

Pulled from the full job description

• Referral programme
• Employee discount
• Free parking
• Company pension
• On-site parking, Competitive Salary of £45,000.00-50,000.00, based out of our Company Head Office with Free Parking on-site, 25 Days’ Holiday (Plus 8 Days’ Public Holiday), Option To Buy Or Sell Holiday, Company Pension, Life Assurance, Enhanced Maternity, Paternity & Adoption Pay, Free Conveyancing Legals, GP 24-hour service, Retail Discounts, Plus Many More!

Simplify is the UK’s leading conveyancing and property services business, comprising nine businesses which include some of the largest conveyancing law firms in the UK, two leading independent property services businesses as well as being the market-leading direct to consumer online conveyancer.