Tech Customer Service Desk Team Leader

We're looking for someone who's passionate about people, performance, and problem-solving to join us as a Technology Customer Service Team Leader. If you're someone who thrives in a fast-paced environment, loves helping others succeed, and knows how to keep things calm when tech gets tricky-this could be the perfect fit.
At the heart of this role is a simple but powerful purpose: to support our colleagues and reduce the time and stress caused by technology issues. You'll be leading a team of analysts, working closely with third parties, in-house teams, and business stakeholders to resolve incidents and requests quickly and effectively. You'll also be helping us hit some key targets-like answering calls and chats in under 30 seconds, resolving 75% of issues on the first contact, and keeping our abandoned call rate below 5%.
You'll be the one making sure the team is up to speed with business and tech changes, that everyone's scheduled properly, and that we're always improving how we work. You'll also be the go-to person when things escalate-whether that's a major incident or a new service being rolled out.
This isn't just about managing a team-it's about inspiring one. You'll be coaching and developing your team through regular 1-2-1s and personal development plans, spotting training needs, and helping people grow. You'll be the kind of leader who builds trust, communicates clearly with everyone from analysts to senior leaders, and knows how to keep things moving when the pressure's on.
You don't need to be a tech expert, but you should be comfortable talking about technical issues and translating them into plain English for customers and stakeholders. You'll understand how tech impacts our operations and be able to guide teams toward quick, effective solutions.

We're after someone with solid experience leading people and driving performance in a support environment. You'll be confident running team briefings, managing onboarding, and reporting on performance. You'll know how to get the best out of your team-even those who need a bit more support-and you'll be comfortable working independently when needed.
If you've got experience with ITIL, or you're familiar with systems like Windows, Linux, Cisco telephony, or network infrastructure, that's a bonus. But what really matters is your ability to lead, communicate, and care.