Service Desk Team Leader

Service Desk Team Leader 15 Months FTC

24/7 Shift Rota in Stockon-on-Tees

Indra is one of the leading global technology and consulting companies and the technological partner for core business operations of its customers worldwide. It is a world-leader in providing proprietary solutions in specific segments in Transport and Defence markets, and the leading firm in Digital Transformation Consultancy and Information Technologies in Spain and Latin America through its affiliate Minsait. Its business model is based on a comprehensive range of proprietary products, with a high-value focus and with a high innovation component. In the 2024 financial year, Indra achieved revenue of € 5.5 billion, 60,000+ employees, a local presence in 46 countries and business operations in over 140 countries.

 As the technological partner for its customers’ key operations, Indra is at the core of their business, and Indra’s four values guide everything we do:

 Innovation - Our capacity for innovation, cutting-edge solutions, and specialised team of professionals enables us to drive a safer, more connected future through technology.

Trust - We work with strength, commitment, and reliability, delivering quality solutions to build trust with customers, employees, partners, investors, and society.

Connection - We harness the power of collaboration, connect ideas and solutions, and adapt to our customers’ needs, supporting them on the path to a better future.

Foresight - We anticipate future needs to make the world safer and more connected, transforming our experience and knowledge into solutions for a better tomorrow.

 The Project

Indra is a leading global technology and consulting company, and a major provider of mission-critical systems for transport, mobility, defence and digital services worldwide. Indra has been appointed by Transport for London (TfL) to operate and evolve the revenue collection services that keep London moving — covering ticketing, gating, validation and payment systems across the Underground, rail, bus, tram and river networks. To deliver this, Indra is establishing a new 24/7 Global Operations Centre in Teesside, North East England, and is building a high-performing Service Desk team from the ground up. This is a rare opportunity to join at the start, shape how the service runs, and support one of the most recognisable transport networks in the world. 

As Service Desk Team Leader you will lead a shift team of Level 1 Service Desk Technicians, owning real-time service performance during your shift. You will manage queues and escalations, run structured shift handovers, coach your team, and act as the first point of escalation for operational and major incidents. You will report to the Service Desk Manager and play a key role in standing up a brand-new 24/7 operation. 

 Key Responsibilities

•  Provide day-to-day supervision and leadership of a team of Level 1 Service Desk Technicians on a 24/7 shift rota. 
• Own real-time queue management across voice and email channels, using the ACD/telephony platform (Genesys Cloud CX) to monitor service levels and re-balance workload. 
• Act as first escalation point for complex, urgent or sensitive contacts; initiate and coordinate major incident escalation procedures when required. 
• Run structured shift handovers, ensuring open incidents, ongoing issues and operational alerts are formally transferred between shifts. 
• Monitor team performance against service level targets (call answering, email handling, incident routing) and drive in-shift corrective action. 
• Ensure incidents and service requests are correctly logged, classified, prioritised and routed in the ITSM platform (IBM Maximo). 
• Coach and develop team members; support quality monitoring, ticket quality reviews and the agent certification process. 
• Champion the knowledge base: ensure articles are used, gaps are reported and content is kept current. 
• Contribute to continuous improvement of processes, call flows and shift patterns during service mobilisation and beyond. 
• Produce shift reports and contribute to operational and management reporting. 

• Proven experience supervising or leading a team in a service desk, help desk or contact centre environment, ideally 24/7. 
• Strong working knowledge of ITSM tooling (e.g. IBM Maximo, ServiceNow, Remedy or similar) covering incident, request and knowledge management. 
• Experience with ACD/contact centre platforms and real-time queue management (Genesys experience an advantage). 
• Solid understanding of ITIL service operations; ITIL 4 Foundation certification (or willingness to achieve it during onboarding). 
• Track record of managing performance against SLAs/KPIs and leading escalation and major incident communication. 
• Excellent verbal and written communication and a strong customer service orientation. 
• Calm, structured decision-making under pressure; experience running shift handovers is an advantage. 
• Flexibility to work a rotating 24/7 shift pattern, including nights, weekends and Bank Holidays. 
• Right to work in the United Kingdom. 

Desirable 

• Experience in transport, ticketing/revenue collection, utilities or other critical national infrastructure environments. 
• Experience in service transition or standing up new operations. 
• Experience coaching teams through training, certification or quality frameworks. 

• Holidays: 25 days per annum + 8 days bank holidays (options to buy/sell days)
• Pension – 4% employee and 4% employer
• Employee assistance programs
• Charitable initiatives
• Social events (formal & informal)
• Learning and development programs
• Innovative & collaborative work environment

Indra is an equal employment opportunity employer. Applicants are considered without regard to race, colour, religion, sex, sexual orientation, gender identity, origin, disability or other characteristics protected by law