Service Desk Team Leader


KPI are looking for an experienced Service Desk Team Leader for their client in Stoke-On-Trent to cover maternity leave for around 15 months-18 months.

Working hours are shifts between 8am and 6pm (with occasional cover until midnight where sickness applies).

-To be responsible for of team of up to 6 FTE advisors – ensuring that all operational and financial procedures are adhered to.

-Conduct team meetings to update members on best practices and continuing expectations

-To ensure that SDAs are achieving a productivity benchmark. To maximise performance, quality and delivery of KPIs.

-Through the use of Quality Assessments, call monitoring and coaching, to ensure that SDAs are handling calls and emails in a manner that is technically accurate and which provides high-quality, friendly and efficient customer service.

-To ensure that new starters are properly integrated into the team and are provided with coaching, support and regular feed-back to ensure a smooth transition from trainee to productive SDA.

-Provide encouragement to team members, including communicating team goals and identifying areas for new training or skill checks.

-Set stretching objectives for self and team, and deliver against these objectives.

-Utilise new methods to improve team standards through proactive management.

-Answer team member questions, help with team member problems, and oversee team member work for quality and guideline compliance.

-To handle escalated calls and complaints in a friendly, sympathetic and confident manner.

-Day to day motivation, creating a lively working atmosphere and coaching and development of your team.

-Ensure that the customer experience is consistently delivered to the highest quality.

-To be proactive in ensuring that all requests are completed within a reasonable time frame and that the correct process flow has been adhered to.

-Generates and shares comprehensive and detailed reports about team performance, objectives, and deadlines.

-To review all data on our in-house computer system and be proactive in ensuring that the data is updated as required.

-Effectively carrying out HR procedures, e.g. return to work meetings, appraisals, disciplinary absence and holidays and performance management, escalating issues to the Service Desk Manager as appropriate.

-To support the Service Desk Manager and perform management duties when manager is absent or out of office

-Assists management with hiring processes and new team member training

-To promote good relationships with contractor/supplier contacts and site personnel and to project a professional image of GVA at all times.


Technical Skills

 Working knowledge of Microsoft Office software (Word, Excel and PowerPoint).

 Facilities management experience is desirable.


Core Skills

 Previous team leader / manager skills, ideally within a service desk environment.

 Results driven.

 Good attention to detail.

 Can-do attitude

 Enthusiastic

 Excellent verbal and written communication skills.

 Must be organised and able to multi-task.

 Able to use time as a valuable resource and manage own time to achieve required outcomes.

 Ability to work under pressure.


About KPI Recruiting, we are a leading recruitment agency in the North West led by a team of friendly and experienced recruitment professionals. We strive to provide a constantly excellent service to our candidates and clients alike.

Get in touch and join the KPI team.


KPI Recruiting is an equal opportunity employer.


To enquire about our temporary and permanent office based roles, please contact Jaydene on 01782 712230.

Please note that due to the high volume of applications we receive, only those successfully shortlisted for the role will be personally contacted.

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