Service Desk Team Leader

K.A.G. Recruitment are delighted to be partnering exclusively with our client, a market leader in UK Food Manufacturing, to recruit a Service Desk Team Leader for their head office based in Birmingham.

Role: Service Desk Team Leader
Salary: £45,000-£50,000 DOE
Hours: 37.5 per week
Location: Birmingham (B37)
Reporting to: Digital Services Manager

About the Role

This is a hands-on leadership opportunity where you will guide an IT Service Team, champion high-quality customer support, and help shape a modern, efficient, and collaborative IT service environment. You will play a key role in improving service delivery, driving best practice, and supporting digital transformation across the business.

Key Responsibilities

• Lead, support, and motivate a high-performing Digital Services team, embedding company values into daily activity.
• Oversee daily stand-ups focused on major incidents, ticket progression, and potential breaches.
• Manage team rotas to ensure effective coverage for in-hours and out-of-hours support.
• Take ownership of IT Service Management processes including Incident and change.
• Work with internal teams and external suppliers to remove blockers and enhance service performance.
• Produce and share monthly service dashboards and insights with senior stakeholders.
• Promote automation, efficiency, and continuous improvement within service operations.
• Maintain a skills matrix and support team development through coaching and mentoring.
• Uphold excellent standards of professionalism, empathy, and communication in all service interactions.
• Contribute to digital transformation initiatives and help build a proactive, people-centred service culture.

About You

You will be passionate about IT, bringing strong troubleshooting experience, customer focus and excellent interpersonal skills. You will have the ability to explain technical issues clearly and work collaboratively as part of a team that values learning, knowledge sharing, and mutual support.

Previous experience in IT support is essential, along with an understanding of ITIL and IT service management principles, with ITIL 4 Foundation being particularly advantageous. You will be confident in guiding and supporting teams with an outgoing approach and strong people skills. You will ideally hold an IT-related degree or equivalent qualifications.

Strong analytical, organisational, and problem-solving abilities, along with a proactive mindset focused on continuous improvement and customer satisfaction, are essential.

Additionally, you will be willing to travel to other business or supplier locations when required so a full driving licence is required.

Begin Your NEW Journey

If you're looking to grow your IT career and help shape the digital workplace of tomorrow, we'd welcome your application. Apply now to become the next Service Desk Team Leader.