Global Service Desk Team Leader

ROLE SUMMARY:

As the Global Service Desk Team Lead, you will be responsible for the oversight of the daily operations of a team of service desk professionals who offer support to a diverse global user base spread across multiple regions, time zones, cultures, and languages. This involves ensuring user satisfaction, fostering continuous enhancements, and delivering support across the Inspired Education’s Technology estate.

Reporting to the Global Service Desk Manager, the primary focus of this role is to lead a team with varying skills and abilities at the service desk, providing direction, assistance, and mentorship to ensure the delivery of outstanding support services.

KEY RESPONSIBILITIES:

• Lead, coach, and develop a high-performing Global IT Service Desk team, fostering a culture of collaboration, accountability, and service excellence.
• Oversee the day-to-day operation of the Global Service Desk, ensuring consistent, high-quality support across multiple regions within agreed service levels.
• Manage team performance, attendance, shift scheduling, workload distribution, and resource planning.
• Act as the primary escalation point for complex technical and customer issues, ensuring timely resolution and effective communication.
• Drive continual service improvement by identifying trends, optimising processes, and supporting the implementation of new technologies and services.
• Maintain and promote the use of knowledge articles, standard operating procedures, and best practices to improve service quality and consistency.
• Monitor service performance through key metrics such as SLA compliance, customer satisfaction, first contact resolution, and ticket quality, taking corrective action where required.
• Build strong relationships with internal stakeholders and third-party vendors to ensure effective collaboration and service delivery.
• Produce regular operational reports and provide insights and recommendations to improve team performance and customer experience.
• Support recruitment, onboarding, training, and ongoing development of team members while promoting a positive, inclusive, and customer-focused working environment.

THE IDEAL CANDIDATE WILL HAVE:

Hard skills:

• Minimum of 4 years' experience in a leadership or supervisory role within an IT Service Desk environment.
• Proven experience managing Service Desk operations within an ITIL service management framework.
• Strong understanding of Incident, Request, Knowledge, and escalation management within an IT service environment.
• Experience with enterprise IT Service Management (ITSM) platforms such as ServiceNow, HaloITSM, Jira Service Management, or ManageEngine and service management best practices.
• Ability to analyse service metrics and drive operational performance and continual service improvement.
• Fluent in spoken and written English.

Soft skills:

• Excellent communication and stakeholder management skills.
• Strong customer service mindset with a passion for delivering exceptional user experiences.
• Confident problem solver with sound decision-making and analytical abilities.
• Highly organised, adaptable, and able to prioritise effectively in a fast-paced, global environment.
• Committed to fostering a culture of accountability, continuous improvement, and teamwork.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field (Advantageous)
• ITIL Foundation (or higher) Certification
• Relevant Microsoft, Google, or other technical certifications (Advantageous)

SAFEGUARDING STATEMENT:

Inspired Education Group is committed to safeguarding and promoting the welfare of children and young people and expects all staff, volunteers and other third parties to share this commitment. Safer recruitment practices and pre-employment background checks will be undertaken before any appointment is confirmed.