IT Service Desk Team Leader

Northallerton, North Yorkshire
£30,984 to £33,486
13 May 2022
29 May 2022
Job role
Team Leader
Contract Type
Full time

Are you an experienced service manager with a passion for solution based customer service? If so, then we want to hear from you!

An exciting opportunity has arisen within our Technology and Change team for an IT Service Desk Team Leader to join North Yorkshire County Council. This role will make a real difference to the experience our customers both internally and externally receive.

The Role

As the IT Service Desk Team Leader, you will be part of our Customer Service Centre and will help to foster a culture of professionalism, performance and quality management focused on putting the customer at the heart of every service we provide. You will be responsible for ensuring that the Service Desk meets the agreed service levels for the function whilst maintaining the quality and compliance of the service within the Customer Service Centre quality framework.

The IT Service Desk Team Leader is responsible for line managing a growing team of 10 specialist Service Desk Analysts. You will lead by example to provide a clear direction in service delivery, behaviour, performance and customer focus to all team members.

About You

To be successful you will hold an ITIL Foundation Certificate in Service Management or have relevant experience, as well as a good level of ICT, numeracy and literacy skills. You will also have knowledge of operational team management within a multi skilled contact centre environment and have a strong knowledge of ITIL best practice in IT Service Management. Excellent communication skills, both written and verbal, are also necessary. You must be able to demonstrate experience of dealing with complex enquiries in a customer services environment and be able to prove that you can deal with complaints and difficult enquiries. Experience of using Ivanti Service Management Systems would also be advantageous.

One thing that we can guarantee is that you will be busy! As the IT Service Desk Team Leader, you must have experience in managing teams and their performance, whilst also having the ability to prioritise and work to deadlines.

About the Team

The Technology and Change Team provides ICT, digital, change management and customer services to North Yorkshire County Council and its partners.

We play a key role in maximising the effective use of digital office technologies, productivity software, digital communications, including collaborative technologies, and digital information systems.

The Customer Service Centre provides a single “corporate front door” giving internal, external, corporate and commercial customers the ability to access services. The customer service centre has a number of teams offering complex services across a number of customer contact channels.  The aim of the customer service centre is to deliver services across all contact channels to support customers with more complex needs while promoting NYCC’s on-line services aimed at reducing demand for simple enquiries.

What We Can Offer You

As an employee of North Yorkshire County Council, you will have access to a wide-ranging benefits package, including:

·         Access to the Local Government Pension Scheme

·         Access to the Vivup Employee Benefits Scheme, including supermarket, travel and utility discounts.

·         Starting annual leave of 24 days

·         Modern, flexible working practices

·         Learning, development and career advancement opportunities

Contact and Apply

For more information or for an informal discussion about the role, please contact Sarah Foley on

Key dates:

Closing date: 29th May 2022

Interview date: week commencing 6th June 2022

Job Description and Person Specification.docx