Service Desk Team Leader

The role

As a Squad Leader, you’ll lead our Business Solutions team, supporting clients across Dynamics 365 and Power Platform. You’ll develop and motivate a high-performing team, ensuring we deliver on our commitments and provide consistently high-quality support to our clients and partners.

What will I be doing?

• Lead and develop a team of analysts and engineers, creating a high-performance culture focused on customer success.
• Act as the service lead for your area, driving service design, delivery and continual improvement.
• Coach, mentor and support your team through regular 1-2-1s, team meetings and career development conversations.
• Manage team capacity, rotas and performance to ensure consistent delivery against SLAs, KPIs and customer expectations.
• Drive continuous improvement by identifying trends, resolving service challenges and implementing process enhancements.
• Act as a senior escalation point for customers and internal stakeholders, building trusted relationships and delivering excellent service.
• Monitor customer feedback and service performance, using insights and reporting to improve outcomes and demonstrate value.
• Own and deliver team goals and strategic objectives, fostering innovation and operational excellence.

What will I bring to the role?

• ­Customer obsessed in all aspects of your role ensuring delivery against our values and customer promises.
• Great understanding of ITIL aligned IT service delivery and delivering against SLAs and KPIs.
• Strong people skills with the ability to manage, develop and coach a team consisting of a mixture of abilities from apprentices through to senior engineers.
• Commercial awareness and the ability to understand contracts, service descriptions and assess the impact any decision you make will have on the clients, your team and the wider business.
• Experience of delivering in or managing teams supporting clients in a managed services environment.
• Experience of working in or managing teams supporting Business Solutions (Dynamics/Low-Code) would be an advantage.
• Eligibilty for HMG Security Clearance