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Would you like to take your career to the next level in a supportive, collaborative, and innovative company?

Do you enjoy working as part of an enthusiastic, passionate, and collaborative team?

Join our Service Desk Team

The Managed Lifecycle Service Desk and Support team is a new and exciting team committed to providing excellent customer service. As with any support desk, it can be challenging, but it is also extremely rewarding when issues are resolved successfully.

Success. The Softcat Way.

Softcat is a £1 billion+ technology solutions business and a trusted partner to companies like Apple, Microsoft, and Adobe. We offer a growing portfolio of services including software licensing, cybersecurity, and IT infrastructure, providing our technical teams with the tools and support to innovate. This is a place to advance your career.

About the Role:

As the Service Desk Team Lead, you will be responsible for leading all activities of the Service Desk during the day shift to ensure excellent customer service and that SLAs/KPIs are met.

As a Service Desk Team Leader, you'll be responsible for:

• Managing daily support activities of the Support team and handling customer requests (50/50 split).
• Acting as a point of escalation, including hierarchical and customer escalations.
• Delivering efficiencies through best practices while maintaining high service quality and customer satisfaction.
• Collaborating with the Service Desk, Service Desk Manager, and Service Delivery team to ensure team members are skilled, trained, and developed. Supporting team members' Personal Development Plans and mentoring through 121 meetings.

We'd love you to have:

• Experience working within a Service Desk and/or end-user device logistics environments.
• Experience with ITSM tools.
• Confident communication skills at all levels.
• Ability to understand Requested Items and task management (RITM + Task).
• Ability to plan and prioritize workload.
• Strong knowledge of ITIL processes.

Work in a way that works for you:

We recognize that everyone is different, and the way people work best varies. We offer flexible working patterns:

• Hybrid working – 2 days in the office and 3 days working from home.
• Flexible hours, allowing you to start and finish your day at times that suit you.
• Flexibility around school pick-up and drop-offs.

Working with us:

Wherever you work, we want you to feel supported and empowered. Our team celebrates individuality, encourages diverse perspectives, and embraces all backgrounds.

To become part of our success story, please apply now.

As part of our commitment to supporting, attracting, and retaining diverse talent, Softcat partners with organizations like WORK180, My G Work, and Black Young Professionals. These organizations endorse employers that support women, LGBTQ+ individuals, and Black professionals by offering inclusive benefits and policies.