Focus Group

Telecoms, IT, and cybersecurity solutions provider

IT Service Desk Team Leader

IT Service Desk & End User SupportUpdated on Nov 13

Full-time£36.5k - £40k /yr

About the Job

Requirements

Previous experience in a Service Desk Team Leader, Helpdesk Team Leader, or similar support leadership role.
Proven ability to lead, motivate, and develop customer support or technical support teams.
Experience working within a KPI-driven service environment.
Strong understanding of service desk operations and ticket management processes.
Strong organisational and workload management skills, with the ability to delegate tasks effectively and fairly across a team.
Strong analytical and problem-solving capabilities.
Strong written and verbal communication skills.
Confidence handling escalations and difficult customer situations while remaining calm under pressure.
Strong attention to detail and commitment to service quality.
Ability to adapt and lead teams through change and process improvements.
Customer-centric mindset and commitment to delivering high-quality service.

Responsibilities

Lead, manage, and develop a team of Service Desk Engineers.
Oversee day-to-day service desk operations, ensuring service levels and KPIs are consistently achieved.
Manage annual leave, absence tracking, shift rotas, and workforce planning.
Monitor ticket queues and distribute workloads effectively across the team.
Drive performance against response times, resolution times, customer updates, and call handling targets.
Act as an escalation point for customer issues and service-related concerns.
Work with Senior Engineers to manage technical escalations effectively.
Ensure smooth handovers between day and night support teams.
Review customer feedback and investigate negative customer satisfaction responses, implementing improvement plans where required.
Deliver regular team meetings, coaching sessions, and performance reviews.
Identify training and development opportunities through ticket and performance analysis.
Promote continuous improvement and customer excellence.
Monitor ticket quality and ensure adherence to documented processes and quality standards.
Build relationships with stakeholders across Operations and the wider business.
Keep Service Desk Managers informed of major incidents, escalations, and support requirements.
Drive performance against First Contact Resolution, Service Level Target achievement, ticket response and validation compliance, reduction of aged tickets, positive Customer Satisfaction scores, Employee Net Promoter Score, and inbound call handling performance.

Service Desk Team Leader

Location: Based from Shoreham, Exeter, Birmingham or Manchester
Salary: Competitive
Contract: Permanent

Lead a High-Performing Service Desk Team at Focus Group

Focus Group is looking for an experienced Service Desk Team Leader to join our Operations team and play a key role in delivering an exceptional support experience for our customers.

This is an exciting opportunity for a people-focused leader who thrives in a fast-paced service environment and is passionate about coaching teams, driving performance, and continuously improving customer outcomes.

Reporting to the Service Desk Manager, you'll be responsible for the day-to-day leadership of a team of Service Desk Engineers, ensuring service levels are achieved, customer satisfaction remains high, and team members receive the support and development they need to succeed.

The Role

As a Service Desk Team Leader, you'll oversee the operational performance of your team, ensuring tickets are managed effectively, workloads are balanced, and customers receive a consistently high standard of service.

You'll act as a key escalation point, support team development, drive service improvements, and work closely with wider operational teams to ensure a seamless customer experience.

This role combines people leadership, operational management, customer service excellence, and performance improvement within a busy and rewarding environment.

Key Responsibilities

Lead, manage, and develop a team of Service Desk Engineers.
Oversee day-to-day service desk operations, ensuring service levels and KPIs are consistently achieved.
Manage annual leave, absence tracking, shift rotas, and workforce planning.
Monitor ticket queues and ensure workloads are distributed effectively across the team.
Drive performance against key metrics including response times, resolution times, customer updates, and call handling targets.
Act as an escalation point for customer issues and service-related concerns.
Work closely with Senior Engineers to ensure technical escalations are managed effectively.
Ensure smooth handovers between day and night support teams.
Review customer feedback and investigate negative CSAT responses, implementing improvement plans where required.
Deliver regular team meetings, coaching sessions, and performance reviews.
Identify training and development opportunities through ticket and performance analysis.
Promote a culture of continuous improvement and customer excellence.
Monitor ticket quality and ensure adherence to documented processes and quality standards.
Build strong relationships with key stakeholders across Operations and the wider business.
Keep Service Desk Managers informed of major incidents, escalations, and support requirements.

What We're Looking For

Essential Skills & Experience

Previous experience in a Service Desk Team Leader, Helpdesk Team Leader, or similar support leadership role.
Proven ability to lead, motivate, and develop customer support or technical support teams.
Experience working within a KPI-driven service environment.
Strong understanding of service desk operations and ticket management processes.
Excellent organisational and workload management skills.
Ability to delegate tasks effectively and fairly across a team.
Strong analytical and problem-solving capabilities.
Excellent written and verbal communication skills.
Confidence in handling escalations and difficult customer situations.
Ability to remain calm and composed under pressure.
Strong attention to detail and commitment to service quality.
Adaptable and able to lead teams through change and process improvements.
Customer-centric mindset with a passion for delivering exceptional service.

Success Measures

You'll play a key role in driving performance against important service metrics, including:

First Contact Resolution (FCR)
Service Level Target (SLT) achievement
Ticket response and validation compliance
Reduction of aged tickets
Positive Customer Satisfaction (CSAT) scores
Employee Net Promoter Score (eNPS)
Inbound call handling performance

About the Company

Focus Group

Telecoms, IT, and cybersecurity solutions provider

Focus Group is a UK technology services provider offering telecoms, connectivity, IT, cybersecurity, mobile services, and energy as a single package for businesses. It supports hosted or on-premise phone systems, VoIP, and Microsoft Teams integration, plus managed IT services, cloud (e.g., Microsoft 365), and disaster recovery, with a single bill and one point of contact. The company stands out by partnering with multiple network providers to tailor flexible, competitively priced bundles rather than relying on one vendor, and it has grown through active M&A with private equity backing. Its goal is to simplify technology management for UK organizations by providing an integrated, end-to-end solution for communications, IT, and security needs.

Company size: 1,001-5,000
Company stage: Growth Equity (Non-Venture Capital)
Total funding: $28.1M
Headquarters: Shoreham-by-Sea, United Kingdom
Founded: 2004

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Focus Group

IT Service Desk Team Leader

About the Job

Requirements

Responsibilities

Service Desk Team Leader

Lead a High-Performing Service Desk Team at Focus Group

The Role

What We're Looking For

Success Measures

First Contact Resolution (FCR)Service Level Target (SLT) achievementTicket response and validation complianceReduction of aged ticketsPositive Customer Satisfaction (CSAT) scoresEmployee Net Promoter Score (eNPS)Inbound call handling performance

About the Company

Focus Group

Recently Posted Jobs

First Contact Resolution (FCR)
Service Level Target (SLT) achievement
Ticket response and validation compliance
Reduction of aged tickets
Positive Customer Satisfaction (CSAT) scores
Employee Net Promoter Score (eNPS)
Inbound call handling performance