IT Service Desk Team Leader

Job Title:

IT Service Desk Team Leader

Reports To:

IT Service Delivery Manager

Location:

Baroda

Job Summary:

We are seeking a proactive and motivated IT Service Desk Team Leader to join our growing team in Baroda. This is an exciting opportunity to lead and manage our UK and India based IT Service Desk operations, ensuring the highest levels of service, support, and performance.

As the Team Leader, you will supervise day-to-day activities, drive continuous improvement, and provide coaching and guidance to the team. You will play a key role in ensuring tickets are resolved efficiently, major incidents are handled effectively, and the team operates in line with Company's service standards and SLAs.

This is a hands-on leadership role where you will also be expected to provide technical support when needed, act as an escalation point, and lead by example.

What We're Looking For

• A confident leader who thrives in a fast-paced environment.
• Someone who remains calm under pressure and can effectively manage competing priorities.
• A positive, approachable, and professional individual who values teamwork.
• Someone who embraces change and is eager to identify and implement improvements.
• A hands-on leader who leads by example.
• Excellent English Language skills verbal and written.

Main Duties & Responsibilities:

Team Leadership & Management

• Lead, manage, and motivate the IT Service Desk team to deliver exceptional support.
• Oversee daily operations, ensuring tickets are resolved within SLAs and to a high standard.
• Allocate workloads effectively and manage resources to meet business priorities.
• Conduct regular performance reviews and create personal development plans.
• Identify training needs and deliver coaching to support skill growth.
• Foster a positive, collaborative, and high-performing team culture.
• Organize team-building initiatives and contribute to employee engagement.
• Drive a culture of

  continuous service improvement

  .

Service Excellence

• Act as the first point of escalation for high-priority incidents, customer complaints, and complex technical issues.
• Coordinate and manage major incidents, ensuring timely communication to stakeholders.
• Monitor and analyse ticket trends, highlighting recurring issues and identifying solutions.
• Ensure documentation, procedures, and knowledge bases are maintained and up to date.
• Prepare and deliver regular performance reports and insights to the IT Service Delivery Manager.
• Support Service Delivery Management with technical problem analysis and client-facing solutions.

Technical & Operational Support

• Provide hands-on support as needed, stepping in to assist with complex or high-impact issues.
• Lead and participate in technical projects, ensuring clear communication with all stakeholders.
• Ensure that escalations are responded to within one hour and fully owned through to resolution.

Maintain clear, consistent, and proactive communication within the team and with business stakeholders.

• Communication:

• Internal stakeholder service delivery orientated

Excellent interpersonal skills with the ability to deal with individuals at all levels

• A team player, able to build productive relationships with colleagues and clients

Report project status, highlights, risks and issues to the Service Delivery Manager.

Working relationships:

• Work effectively as a member of the IT internal teams, aiding other team members and internal colleagues
• Work effectively as a member of the IT team, aiding to be aligned to Company's objectives and values
• Work with other IT teams and the wider business to ensure a cohesive, effective and efficient IT service
• Work with other teams to ensure a cohesive, effective and efficient support development solutions delivery service
• Ability to adapt to, and support others through change

Disposition & Attitude:

• Excellent time management skills and ability to work to deadlines
• Strong prioritization and ability to deliver product improvement
• Accurate with strong attention to detail
• Remain calm under pressure
• Adaptable and embrace change
• Reliable, conscientious and hardworking
• Understand dynamics of working within a team
• Approachable and professional.
• Show willingness to learn and recognises when to seek advice.
• A strong team player

Skills & Knowledge:

• Essential

• Proven experience leading an IT Service Desk or similar technical support team.
• Strong communication skills with the ability to explain technical concepts clearly to non-technical audiences.
• Excellent organizational and time-management abilities.
• Proficient in MS Office, particularly Excel, for reporting and analysis.
• Experience with performance metrics, trend analysis, and continuous improvement.
• Coaching, mentoring, and team development experience.
• Knowledge of ITIL best practices.
• Strong problem-solving and critical-thinking skills.
• Customer-focused with a sense of ownership and accountability.

Thanks

Mukesh