Service Desk Team Leader

Service Desk Team Leader focuses on build, support, test, or improve systems according to the role and technology stack.

What the role involves

• Build, support, test, or improve systems according to the role and technology stack.
• Work through technical issues carefully and keep delivery, documentation, or support activity organised.

Skills and requirements

• Leading, developing and supporting a team of 8–10 agents managing rotas, leave, absence and day-to-day performance.
• Owning team performance against key metrics including first contact resolution, call handling times, SLT adherence, ticket quality and CSAT.
• Managing escalations and delegating technical issues to senior agents, ensuring everything is resolved in line with agreed processes.
• Driving continuous improvement spotting what's not working and seeing improvements through to completion.

Confirmed role details

• Focus Group is a £300m-revenue, 1,300-person technology services company backed by Hg Capital.
• Following our $1bn valuation in 2024, we're scaling rapidly and investing in our people and technology to serve our 30,000 customers better every day.

Candidate fit

• patience, troubleshooting discipline, clear communication, and accurate ticket handling

Additional role context

• Birmingham x3 days in the office per week.
• We're looking for an experienced service desk team leader to head up a dedicated support team for one of our most valued customers.
• This is a high-impact role at the heart of our operations you'll set the standard for what great service looks like, day in and day out.