Service Desk Team Lead

LYON is a managed IT services provider to the creative sector based in London and currently serving over 5000 users and 100+ companies. We are a dynamic and fast-growing company that truly values and is reliant upon our people, our culture and our commitment to excellence.

An opportunity has arisen for a Service Desk Team Lead to join the team in our London office, providing unparalleled service excellence to our clients across the UK and internationally.

This role would require you to:

Oversee the Service Desk team, ensuring exceptional customer service, managing team performance, and fostering a high-quality service environment. This role combines leadership with hands-on technical skills, stepping in to support as needed during high-demand periods. Working closely with the Solutions Team Lead, you will ensure efficient workload distribution and a smooth escalation process across our support function.

Responsibilities:

1. Team Leadership and Development:
   • Train, lead, mentor, and motivate Tier 1 and 2 engineers to deliver exceptional customer service.
   • Track, record, and discuss individual and team performance during monthly 1:1 meetings and Quarterly Development Reviews (QDRs).
   • Manage the onboarding and offboarding processes for new and departing team members.
   • Maintain an up-to-date skills matrix, identifying and supporting the team’s training needs.
   • Schedule, organise, and manage overall team training, including certifications and budget management.
2. Resource and Performance Management:
   • Ensure all ticket and task assignments, reassignments and escalations happen promptly with effective communication at all times.
   • Monitor ticket quality, providing feedback for continuous improvement and stepping in where needed to guarantee a high level of service for our clients.
   • Oversee the Service Desk resource schedule to ensure adequate coverage during holidays, sick days, and training periods.
   • Collaborate closely with the Solutions Team Lead to streamline issue escalation and maintain balanced workloads across both the Service Desk and Solutions teams.
3. Technical and Operational Support:
   • Step in to provide hands-on technical support during peak times or in high-priority cases.
   • Ensure accurate and timely timesheet submissions by the team.
   • Support the out-of-hours rota to ensure coverage and manage escalations as required.
   • Oversee and facilitate the change management process within the Service Desk team, ensuring changes are documented, reviewed, and implemented smoothly to minimise service disruption.
4. Reporting and Continuous Improvement:
   • Generate regular status reports, using metrics and KPIs to drive actionable insights for service improvements.
   • Contribute to the creation, maintenance, and development of Service Desk policies and procedures.
5. Technical Skills:
   • Strong foundations in desktop and network support and associated technologies.
   • Experience with ITSM tools and frameworks, such as ITIL, for effective incident and service management.

The Package

Working hours will be 40 hours a week during standard business hours (Monday – Friday, between 9am – 6pm UK time).

Offices located in London (Near Bank/Monument).

22 days’ annual leave not including Bank Holidays - increasing to 25 days over the first 3 years of service.

Monthly team events out of the office.