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Service Desk Lead Sevenoaks, Kent | Full-Time About the Company Our client is a leading technology and communications provider, delivering innovative solutions across cloud, connectivity, cybersecurity, and IT support. With a strong reputation for reliability and customer excellence, they partner with businesses to help them thrive in a fast-paced digital world. The Opportunity We’re looking for an experienced Service Desk Lead to lead a high-performing support team and drive exceptional service delivery. This is a fantastic opportunity for a hands-on leader who thrives in a fast-paced environment and is passionate about delivering outstanding customer experiences. You’ll play a key role in ensuring SLA performance, improving service quality, and developing a motivated and capable team. Key Responsibilities Service Desk Performance • Monitor workflows, ticket queues, and dashboards to ensure SLA/KPI targets are met, • Analyse reporting data to drive team productivity and service improvements, • Lead, coach, and develop a team of support engineers, • Manage appraisals, performance, absence, and disciplinary processes, • Act as the main escalation point for client issues, • Build strong client relationships and manage expectations, • Partner with technical and service leads to align priorities, • Prioritise workloads and manage team capacity, • Oversee shift planning to ensure full service coverage, • Proven experience in a Service Desk / IT Support environment, • Previous experience managing or leading a team, • Strong understanding of SLA & KPI-driven environments, • Excellent communication and stakeholder management skills, • A proactive, organised, and process-driven approach, • Opportunity to lead and shape a high-performing service desk, • Work within a forward-thinking, technology-driven organisation, • Clear career progression and development opportunities

Service Desk Manager Sevenoaks, Kent | Full-Time About the Company Our client is a leading technology and communications provider, delivering innovative solutions across cloud, connectivity, cybersecurity, and IT support. With a strong reputation for reliability and customer excellence, they partner with businesses to help them thrive in a fast-paced digital world. The Opportunity We’re looking for an experienced Service Desk Manager to lead a high-performing support team and drive exceptional service delivery. This is a fantastic opportunity for a hands-on leader who thrives in a fast-paced environment and is passionate about delivering outstanding customer experiences. You’ll play a key role in ensuring SLA performance, improving service quality, and developing a motivated and capable team. Key Responsibilities Service Desk Performance • Monitor workflows, ticket queues, and dashboards to ensure SLA/KPI targets are met, • Analyse reporting data to drive team productivity and service improvements, • Lead, coach, and develop a team of support engineers, • Manage appraisals, performance, absence, and disciplinary processes, • Act as the main escalation point for client issues, • Build strong client relationships and manage expectations, • Partner with technical and service leads to align priorities, • Prioritise workloads and manage team capacity, • Oversee shift planning to ensure full service coverage, • Provide hands-on technical support where requiredWhat We’re Looking For, • Proven experience in a Service Desk / IT Support environment, • Previous experience managing or leading a team, • Strong understanding of SLA & KPI-driven environments, • Excellent communication and stakeholder management skills, • A proactive, organised, and process-driven approach, • Passion for delivering outstanding customer serviceWhat’s in it for You?, • Opportunity to lead and shape a high-performing service desk, • Work within a forward-thinking, technology-driven organisation, • Clear career progression and development opportunities