Service Desk Team Leader Job at Merivale

Job Description

We are looking for an experienced Technology Service Desk Team Lead to join the Corporate IT team here at Merivale. This is a hands-on leadership role, responsible for driving the day-to-day operation of the Service Desk and ensuring our teams across Head Office, venues and business operations receive high-quality, customer-focused IT support. You will lead a team that supports a fast-paced, multi-site hospitality environment. You will oversee service desk performance, ticket quality, escalations, rosters and service delivery, while helping uplift the team through coaching, mentoring and continuous improvement.

Job Responsibility

Lead daily Service Desk operations, coordinating workloads, priorities and service delivery across incidents, requests, access requests and escalations
Manage ITSM ticket disciplines including triage, categorisation, prioritisation, assignment, escalation, backlog control and closure quality
Drive ITIL-aligned practices across Incident, Request, Problem, Change, Knowledge and Major Incident Management
Act as the key operational escalation point for complex or high-impact service issues, working closely with field support, infrastructure, cyber security, applications teams and third-party vendors
Support Major Incident management through clear communication, stakeholder updates, technical coordination and post-incident review actions
Develop and maintain knowledge articles, SOPs and support documentation to improve consistency, resolution speed and self-service capability
Coach, mentor and develop the Service Desk team through structured feedback, quality reviews, training plans and day-to-day support
Coordinate team rosters, leave planning, on-call coverage and out-of-hours support aligned to venue trading hours and business-critical periods
Identify opportunities to use automation, AI-enabled tools and ITSM improvements to reduce manual effort and enhance the customer experience

Requirements

5+ years’ experience across IT Service Desk, end-user support or IT service operations
Previous experience leading, supervising or mentoring a Service Desk or end-user support team
Strong working knowledge of ITIL practices, particularly Incident, Request, Problem, Change and Knowledge Management
Hands-on experience using ITSM platforms, ticket workflows, queue management, SLA reporting and service metrics
Strong customer service mindset with excellent written and verbal communication skills
Experience coordinating escalations, major incidents and cross-team service restoration activities
Strong understanding of Microsoft workplace technologies, identity and access support, endpoint support and common business applications
Experience preparing rosters or coordinating after-hours and on-call support arrangements
Strong analytical skills, with the ability to identify trends, risks and improvement opportunities from service data

What we offer

25% staff discount across 90+ Merivale venues
Exclusive monthly perks, staff-only rewards and events
Merivale Staff Cellar – access to premium wines at staff pricing
Unlimited career growth with endless development opportunities
Merivale Academy – online and in-person training, including Leadership & Performance, First Aid, Food Safety and more
Professional accreditation support – including Leadership qualifications
Employee Assistance Program – confidential wellbeing and mental health support, provided by Sonder
Employee Referral Program – earn rewards for bringing great people on board

Merivale - All Job Offers

Select Country

Service Desk Team Leader

Job Description

Job Responsibility

Requirements

What we offer

Looking for more opportunities?

Service Desk Team Leader

It Service Desk Team Leader

Digital Service Desk Team Leader

Field Service Team Leader - South Wales & West

Service Desk Team Lead

IT Service Team Leader

Customer Service Supervisor / Team Leader

Service Assurance Team Leader

Service Desk Analyst

Our AI answers in your language