> Markdown version of [/jobs/ext/346175-it-service-desk-team-leader](https://www.wearedevelopers.com/jobs/ext/346175-it-service-desk-team-leader). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Desk Team Leader - **Company:** Simplify Group - **Location:** Leicester, UK - **Experience:** Expert - **Salary:** £45,000.0 - £50,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Excel, Microsoft Outlook, Microsoft Software - **Published:** June 17, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=6a2b37bafaec6344 ## About the Role 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 ## Description 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! ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [In-depth .NET Azure Functions: Isolated mode, performance and durable AI agents](https://www.wearedevelopers.com/videos/100207-in-depth-net-azure-functions-isolated-mode-performance-and-durable-ai-agents) - [Claude, MCP and n8n, or: How to Automate Your Day with AI-powered Workflows](https://www.wearedevelopers.com/videos/2043-claude-mcp-and-n8n-or-how-to-automate-your-day-with-ai-powered-workflows) - [Autism in Tech](https://www.wearedevelopers.com/videos/427-autism-in-tech) - [Systems Thinking for Performance: How to Diagnose and Fix Slow Systems without Guessing](https://www.wearedevelopers.com/videos/2103-systems-thinking-for-performance-how-to-diagnose-and-fix-slow-systems-without-guessing) - [From Syntax to Singularity: AI’s Impact on Developer Roles](https://www.wearedevelopers.com/videos/900-from-syntax-to-singularity-ai-s-impact-on-developer-roles) ## Related Articles - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Software Engineer Salary London](https://www.wearedevelopers.com/magazine/252-software-engineer-salary-london) - [How to Respond to the “Why Do You Deserve a Promotion?” Question](https://www.wearedevelopers.com/magazine/416-how-to-respond-to-the-why-do-you-deserve-a-promotion-question) - [Should Tech Managers Be Developers First? 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