IT & Software

IT Help Desk Team Leader

Taylor James Resourcing

London · Greater London · United Kingdom

Overview

As Team Leader, you will guide the EMEA IT Operations Support team in London, acting as the primary contact for end users and ensuring a high-quality white-glove service for VIPs. You’ll collaborate across regions (APAC, NASA) to deliver 24/7 support and lead incident triage, KPI tracking, and knowledge management. This role focuses on developing and coaching the team while delivering value-driven IT solutions. You’ll work closely with the IT Manager to anticipate trends and maintain operational stability across devices and services.

Responsibilities
  • Lead and develop the EMEA Operations team; ensure a white-glove service for VIPs
  • Own incident and request triage, prioritisation, and clear communication to users
  • Manage queues, prevent unassigned/unanswered calls, and model service excellence
  • Track KPIs and CSFs; review metrics to drive correct outcomes for customers
  • Utilise data to plan shifts, manage tickets, and ensure quality
  • Identify training and development needs; foster continuous improvement
  • Create and maintain ServiceNow ticket updates and knowledge base with regional focus
  • Educate colleagues on best practices and technology adoption
  • Collaborate with IT Manager to identify trends and remediation plans
  • Review Start of Day checks; ensure operational stability of printers/peripherals
  • Provide hardware/software maintenance support; adhere to global policies
  • Maintain a global service standard and act as escalation point for engineering/operations
  • Ensure consistent service delivery across locations; contribute to global mindset
Key requirements
  • Experience in a customer-facing IT support team leadership role
  • Experience using data to drive outcomes
  • Knowledge of ServiceNow ITSM (or similar)
  • Customer-oriented with a focus on continuous improvement
  • Collaborative, process-driven, self-motivated
  • Flexible with work outside core hours
  • Knowledge of Microsoft 365 suite
  • Experience with productivity tools (Teams, SharePoint, OneDrive, Exchange) is advantageous
  • Knowledge of Active Directory & Azure AD administration
  • Experience with Jira/ServiceNow and virtualization/storage/backup technologies
  • Experience with Azure AD, M365, Intune; Windows Server/Client; Exchange; networking and monitoring
  • customer orientation
  • collaborative
  • self-motivated
  • ServiceNow ITSM
  • Microsoft 365 suite
  • Teams

Reference: WJ-747_30156796

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