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Service Desk Team Leader

Job Reference: 15937SC

Salary: £24000 - £26100 Per Annum on call allowance + Bonus

Salary per: Annum

Job Duration:

Vacancy Posted: 27-11-2018

Contract Type: Permanent

Location: England, Hampshire, Portsmouth

Service Desk Team Leader

We are working closely with one of our largest customers based on the South Coast.

This is an exciting opportunity for a Service Desk Team Leader to join our client’s commercial support team. You’ll provide an excellent and consistent level of IT Support and Facility Management for all staff across the client’s different business lines.

The Team Leader will ensure all analysts, specialists and resolvers are following our processes and procedures which have been aligned to ITIL best practice.

The Service Desk provides 7 days a week coverage from 0600 – 2000. This position will provide on-call escalation for out of hours, including weekends.

Key Accountabilities:

-Manage the Level 1 Service Desk’s operation ensuring it provides a customer centric single point of contact
-Drive the team to fulfil targets regarding incident management, problem management and meeting agreed SLA’s
-Take full ownership and management of the prioritisation and escalation of major incidents affecting operational services ensuring they are resolved within SLA with the minimum impact on trade, whilst providing clear and regular updates to the business and key business stakeholders
-Engage and work with key stakeholders to ensure the Service Desk understands and meets business requirements
-Monitor and escalate unresolved calls to the appropriate resolver groups ensuring timely resolution
-Take ownership of problems, work with resolver groups and all necessary business areas; following up on the status on behalf of the customer and communicate progress in a timely manner

Key Experience, Knowledge and Skills:

-Previous Service Desk experience ideally in a retail environment
-Incident & problem management experience -including business expectations and communication
-Experience of managing a team
-Excellent communication skills and telephone manner
-At ease engaging with business stakeholders at all levels
-Excellent organisational skills
-Self-motivated and proactive achiever who gains satisfaction from providing excellent customer service
-Applies exceptional customer service and teamwork practices at all times
-Understanding of complex systems, business requirements, business impact and potential business risk
-Experience of working in retail is desirable


-An ITIL qualification or equivalent is essential.

Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted.

Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation

We take our obligations to protect your personal data very seriously. Any information provided to us will be processed as detailed in our Privacy Notice, a copy of which can be found on our website

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Proactive Appointments Limited take our obligations to protect your personal data very seriously. Any information you provide to us as part of your application for this vacancy will only be processed as detailed in our Privacy Notice. If you have any questions or would like further information please email

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