Service Desk Team Lead

Job ID:41606
Location:Birmingham : 1 Trinity Park : Bi  
Position Category:Technology
Position Type:Employee Regular

Who are LRQA?

LRQA stands for dedication to clients, market firsts, and deep expertise in risk management. We’ve grown to become a leading global assurance provider, bringing together outstanding expertise in certification, customized assurance, cybersecurity, inspection, and training.

While we’re proud of our heritage, it’s who we are today that really matters, because that’s what shapes who we and our clients can become tomorrow. By staying true to our shared values and combining decades of collective experience, we support our clients in building a safer and more sustainable future.

LRQA currently operates across 50 countries, has more than 2,500 colleagues, generates £315m in revenue, and supports more than 60,000 clients across a diverse range of sectors and markets.

Role Purpose:

• Lead and manage a global team of Service Desk Engineers to deliver high-quality first-line IT support services for LRQA employees worldwide.
• Act as the primary point of escalation within the Service Desk team, ensuring efficient resolution of complex issues and seamless service delivery.
• Support the implementation of IT service management processes and initiatives to align the Service Desk with organisational objectives and industry best practices.
• Drive a culture of collaboration, continuous improvement, and customer-centricity within the team.

Key Responsibilities

• Supervise and mentor a global team of Service Desk Engineers, ensuring clear direction and accountability for performance.
• Conduct regular one-to-one meetings and performance reviews, providing coaching and identifying development opportunities for team members.
• Coordinate team schedules and workloads to ensure adequate coverage across different time zones.

• Monitor and manage incident, request, and problem tickets to ensure SLAs and KPIs are consistently met.
• Act as an escalation point for complex or high-priority issues, ensuring timely resolution and effective communication with stakeholders.
• Collaborate with other IT teams to address cross-functional incidents and minimize impact on business operations.

• Support the implementation of ITIL processes, including incident, request, and problem management, within the Service Desk team.
• Identify opportunities for service delivery enhancements and implement initiatives to improve team efficiency and user satisfaction.
• Maintain and update the knowledge base, ensuring accurate and accessible documentation for the team.

• Provide regular updates to the Service Desk Manager on team performance, challenges, and achievements.
• Contribute to the development of monthly service reports, highlighting key metrics and recommending improvements.
• Engage with end-users and stakeholders to gather feedback and ensure the Service Desk aligns with business needs.

• Utilise ITSM tools, such as Halo ITSM, to monitor and manage the team’s workload effectively.
• Ensure team members are proficient in using Service Desk tools and platforms.

The successful candidate should be able to demonstrate the following:

• Proven experience in a Service Desk or IT support role, with at least 1-2 years in a leadership or supervisory position.
• Experience managing or supporting a geographically dispersed team in a global organisation.

• Strong understanding of ITIL principles, with ITIL 4 Foundation certification preferred.
• Familiarity with ITSM platforms, such as ServiceNow, or similar tools for managing incidents and requests.
• Technical knowledge of IT infrastructure and systems, including Windows, Active Directory, networking, and cloud services.

• Excellent leadership and people management skills, ability to inspire and develop a high-performing team.
• Strong problem-solving and analytical skills, with the ability to address complex technical issues effectively.
• Exceptional communication skills, both written and verbal, to engage with technical and non-technical audiences.
• Ability to prioritize tasks and manage time effectively in a fast-paced environment.

• Experience working within an ITIL-aligned environment.
• Additional certifications in relevant technologies (e.g., Microsoft, Cisco, Azure).
• Knowledge of agile and DevOps methodologies and their application in IT operations.

Why join us  

• As the world's leading global assurance provider, we’re a force for good with sustainability at our core.
• We operate in over 150 countries, are recognised by over 30 accreditation bodies worldwide, and defined by our world-class expertise in assessment, advisory, inspection and cyber security services.
• We’re here to shape a better future together, helping our clients improve their cybersecurity maturity, source responsibly, achieve product integrity, navigate the energy transition and assure their assets and management systems.
• And while we’re proud of our history of delivering game-changing markets first, we’re quick to adapt to new ideas and to the people that bring them. People who are ambitious and forward-thinking and share our passion about doing better; for our clients, the world, and each other.

• We are LRQA

Diversity and Inclusion at LRQA:

We are on a mission to be the place where we all want to work and we are passionate about embracing different perspectives because we understand the value this brings to our business, our clients and each other. We are all about creating a safer and more sustainable future and our inclusive culture is right at the heart of our business.

Together our employees make our communities better and we want you to be part of our diverse team!

LRQA is a leading global assurance provider.  The integrity and expertise we bring to our partnership with clients support their journey to a safer, more secure and more sustainable future. (Group entities).

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