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Service Desk Team Leader 


About the Role

Doherty is seeking an experienced Team Leader to join our rapidly growing team. If successful, you will join a well-established organisation that is passionate about ensuring our solutions are the best on the market, the driving force behind the powerful technology that maximises our customers performance.

You should have experience working in a customer facing service desk environment, ideally within an outsourced or managed services organisation.


The successful applicant will:

  • Successfully managing and lead the service desk team, instilling a customer service culture that over delivers and motivating team members to achieve their goals
  • Ensuring the service desk phone line is always resourced and calls are answered promptly
  • Fostering client relationships and develop a culture of trust with our clients
  • Provide a point of technical and service escalation
  • Improve team processes to meet applicable service level agreements
  • Conduct quarterly reviews with all team members, including goal setting
  • Support the Service Delivery Director in service planning, reporting and continuous improvement
  • Provide direct customer support by phone, email, and remote support tools
  • Quickly and accurately determine incident scope and impact, whilst tracking issues to resolution
  • Monitor and drive improvements to our Knowledge Management system​​​​​​​


Skills and Experience:

  • A minimum of three years outsourced or managed service provider experience, with at least one of these as team leader or manager
  • Experience with high volumes of ticket management, configuration, and asset management systems
  • Excellent written and verbal communication skills
  • Excellent reporting and documentation skills
  • Supportive, customer focused
  • Challenging beyond the customer services team to obtain the right outcomes for clients
  • You will collaborate closely with both the sales and Professional Services teams to execute any opportunities for continual improvement
  • Experience of typical incident and major incident management processes, including experience of acting as the main point of contact for senior stakeholders during major incidents
  • Strong influencing and communication skills and an aptitude for attention to detail and the ability to maintain effective control over many tasks in parallel
  • Perform follow up on incidents with users to ensure customer satisfaction
  • Be a bridge between customers and the internal technical teams
  • Identify client growth opportunities and pass these backs to sales
  • Report on client performance, KPI / usage / bottlenecks


The following attributes would be advantageous:

  • Hold a current role-based Administrator level Microsoft 365 certification or similar
  • ITIL certification is highly advantageous



Our offices are based in Richmond however, due to the current Covid-19 situation All staff are currently working from home but there will be a requirement to return to the office as the situation improves.


About Doherty Associates

Doherty Associates is one of the leading IT Solutions businesses for London and the South East. We’ve dedicated 30 years to delivering an exceptional, award-winning service to small and medium enterprises. We work with all types of organisations, from small start-ups to established household brands. We support our clients all over the world, from London headquarters to gold mines in Africa, even cruise ships in Antarctica.

Our highly qualified and experienced engineers pride themselves on their responsiveness and accountability in delivering the best customer care and outstanding service. We keep abreast of the newest IT technology in order to provide our customers with the latest, most efficient solutions, using these developments to help our customer’s businesses reach their potential.


Why work at Doherty

  • Competitive salary plus performance related Incentive
  • Hybrid working (mix of working from home / Richmond office)
  • Wide range of Company benefits
  • Pension scheme
  • 23 days holidays (including bank holidays) plus more for length of service
  • Day off on your birthday
  • Award winning technical team
  • Study leave for exams and incentive
  • Company funded technical training and exam incentives
  • Referral scheme


Organisational Relationships​​​​​​​

  • Reports to the Service Delivery Director





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