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Global Service Desk Team Leader

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Global Service Desk Team Leader, Shift work

ESP Global Services are currently recruiting a Global Service Desk Team Leader to join our Reading headquarters. Reporting to the Global Service Desk Manager you will work on our global IT helpdesk to provide guidance, instruction, supervision and leadership to all members of a Service Desk Team to drive excellent service delivery to all customers, within defined service levels.   

What does the role of Global Service Desk Team Leader involve?

  • Manage overall performance, productivity, utilisation and workloads for a Service Desk team, ensuring that all contractual service levels are achieved, and high levels of customer satisfaction are maintained.
  • Manage the day-to-day resource plan/ planned shift roster for a Service Desk team, to ensure that sufficient resources are available daily and balance tasks and duties across the team to achieve the most effective customer experience within SLAs.
  • Monitor the performance of a Service Desk team to ensure all team members are following defined operational processes for call and ticket management and Identify and address any knowledge/ skill gaps.
  • Conduct monthly 121s with all members of a Service Desk team providing feedback on areas for Improvement, acknowledging good performance and encouraging and assisting professional development.
  • Manage the Annual Performance Management process for all team members against Individual objectives, lessons learnt, Internal and external customer feedback and 121s.
  • Act as a role model and coach to support and direct team members to continually challenge themselves to achieve greater levels of performance and customer service.
  • Assist the Global Service Desk Manager in the Implementation of team objectives and KPIs to drive performance and Improve the customer experience.
  • Assist the Global Service Desk Manager in the Implementation and delivery of new business or services, ensuring a smooth transition to the Service Desk and swift progress to a "steady" state.
  • Ensure annual leave, sickness absence, training, overtime and expenses are correctly booked and recorded or claimed In line with company policy.

What competencies/ previous experience do you need to have to be considered for the role of Global Service Desk Team Leader?

  • A minimum of 12 months experience leading and managing a team In a Service Desk environment.
  • A minimum of 3 years managed Service Desk experience.
  • Strong knowledge and understanding of IT Service Management ticket management systems.
  • Detailed, methodical and logical approach to problem solving.
  • Ability to quickly digest data, analyse Issues and devise and execute action or improvement plans where appropriate.
  • Excellent written and verbal communication skills.
  • ITIL Foundation

This role will be working a shift pattern of 4 on, 2 off, Monday-Sunday, between the hours of 5am – 2pm, 1pm – 10pm.  

Interested? Please apply today for a quick response.

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Jordan Farr

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About ESP

ESP is trusted by global organisations to deliver tailored IT support and infrastructure solutions around the world, 24/7. We have added value to our customers for over 25 years by listening to their needs and proactively delivering the service they want, wherever in the world that might be. We are headquartered in Reading, with staff in most of the major UK airports and regional Service Delivery hubs across the globe. Our customers include many household brand names such as easyJet, Avis, Marie Curie, Wipro, United Airlines and Virgin Atlantic.

We are looking for vibrant, enthusiastic individuals with a can do attitude who can join our team. ESP offers a dynamic environment, a strong sense of fun and a commitment to career progression from within, all of which help us to deliver our outstanding services to our global clients.

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