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.
Requirements
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
Benefits
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.
