Service Desk Team Leader

Service Desk Team Leader

Birmingham x3 days in the office per week

(Internal Job Level Reference: Specialist/Team Lead)

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.

You'll lead a team of 8–10 engineers keeping everything running smoothly, building a culture people are proud to be part of, and making sure our customer always feels looked after.

The role

Reporting to the Customer Operations Manager, you'll be responsible for the day-to-day leadership of a dedicated client service desk based in Birmingham. You'll be in the office three days a week, with the flexibility to work from home for the remainder.

What you'll be doing

• 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
• Running regular team meetings and shift handovers, keeping everyone informed and aligned
• Reviewing negative CSAT responses, engaging directly with the customer and putting plans in place to prevent recurrence
• Building strong relationships with the wider leadership team and keeping your Service Desk Manager updated on any high-level incidents or escalations

What we're looking for

• Proven experience leading a service desk team
• A strong KPI ownership mindset you know how to set expectations and hold a team to them
• Excellent communication skills, both written and verbal
• Analytical and methodical approach to problem solving
• Calm under pressure with the ability to manage competing demands
• Detail-oriented, organised and proactive
• Adaptable and willing to lead through change
• Someone who goes the extra mile for the customer and for the team

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. As we grow our portfolio and raise the bar on managed service excellence, we're looking for people who want to be part of something that's genuinely going places.