Team Leader

Team Leader
Solihull Office 
Full Time, Permanent

Salary: £38,000 - £43,000 dependent on experience

We are seeking an experienced and motivated Team Leader to join our multi-client, omni-channel Service Desk. Reporting to the Head of Service Desk, you will play a pivotal role in driving service excellence, leading a dedicated team, and ensuring customer satisfaction through timely resolution of incidents and exceptional service delivery. This is an exciting opportunity for a leader who thrives in a fast-paced environment, with a passion for coaching, developing teams, and building strong stakeholder relationships.

As part of this you’ll:

• Lead, develop, and inspire the Centre of Excellence team, fostering a stimulating and supportive working environment.
• Identify training needs, support career development, and ensure staff are equipped with the skills and knowledge to succeed.
• Drive performance management through regular team meetings, 1:1s, and performance reviews.
• Deliver service excellence by leading by example and embedding best practice in customer experience.
• Build and maintain strong relationships with business stakeholders, incorporating their needs into team performance targets.
• Oversee staff scheduling, resource planning, and adherence to policies to ensure consistent coverage across core operating hours.
• Manage escalations, high-severity incidents, and technical complaints.
• Support continual service improvement by monitoring quality, reviewing processes, and contributing to incident, problem, and change management activities.
• Represent the Service Desk in management meetings, service readiness reviews, and key business events.
• Take responsibility for staff wellbeing, team engagement, and compliance with all mandatory training.

What you’ll need to do the role:  

• 2+ years’ Service Desk staff management experience, ideally in a large commercial support environment.
• Strong communication skills (written and verbal).
• ITIL V3 Foundation (or higher) / equivalent awareness.
• Knowledge of ISO 9001/20000 standards.
• Experience of managing in high-pressure environments and handling major incidents.
• Awareness of Cyber Security best practices.
• Familiarity with SIAM methodology (advantageous).
• The role requires full SC Clearance or the ability to obtain and sustain it.

Why Serco:

Serco’s purpose is to impact a better future - we bring together the right people, the right technology, and the right partners to create innovative solutions that deliver positive impact and address some of the most urgent and complex challenges facing governments globally. Our services are powered by more than 50,000 colleagues working across multiple sectors including defence, space, migration, justice, healthcare, transport, and customer services in four regions: UK & Europe, North America, Asia Pacific, and the Middle East.

In this position, your work is vital to the business, in terms of decisions and growth. You will gain a world of opportunity working for a globally operating business delivering essential services across 5 vital sectors, personal growth, achievement, and development won’t be hard to find. You'll also work with great people. You’ll find yourself working in a highly motivated, supportive environment where no two days are the same, with experienced colleagues who strive for excellence.

What we offer: 

• Up to 6% contributory pension scheme
• Free onsite parking.
• Serco discounts which include cinema, merlin entertainment and online shopping discounts, and discounts on mobile phone plans and leisure centre memberships.
• A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Health Cash Plans, free flu jabs and more.
• A wealth of career development training to suit your future aspirations. These range from role specific training, leadership coaching, formal study and much more to support you to build your career with Serco.
• A safe and supportive culture.
• A company passionate about diversity and inclusion.

About Serco

At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.  We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

Apply

Please click on the apply button to be taken to our careers website

Serco is a Disability Confident Employer committed to employing and retaining people with disabilities. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.

We see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates. We’re a proud holder of the Silver Inclusive Employer Standard and we actively encourage applications from females, those with disabilities or from an ethnic minority background.