Service Desk Team Lead

About the role

Campbells is looking for a Service Desk Team Lead to oversee the daily operation of its IT support function. The role combines supervision of Tier 1 technicians with hands‑on resolution of desktop, mobile and connectivity issues for both local and remote users.

Key responsibilities

• Manage the firm‑wide service desk ticket queue, ensuring incidents and requests are logged, prioritised, assigned and resolved within agreed SLAs.
• Review ageing and at‑risk tickets daily, rebalance workloads and intervene to meet resolution targets.
• Act as first escalation point for Tier 1 technicians, handling complex or high‑priority cases or escalating to senior engineers.
• Communicate ticket status, expected timeframes and planned changes to users in clear, non‑technical language.
• Monitor and report on service desk metrics such as ticket volume, first‑contact resolution, backlog and user satisfaction.
• Identify recurring issues and drive improvements, standardisation and automation in collaboration with the automation engineer.
• Maintain and update knowledge‑base articles and self‑service resources.
• Supervise, coach and schedule Tier 1 technicians, set objectives and provide feedback.
• Apply ITIL‑aligned incident, request and problem‑management practices.

Required profile

• Highly organised with strong attention to detail.
• Technically capable and service‑focused.
• Good judgement and ability to support users professionally in a fast‑paced environment.
• Effective communication skills, both written and verbal.

Required skills

• ITIL framework knowledge.