Skip to Main Content

Main Navigation

Home Register Guide Dogs

IS Service Desk Team Lead

Vacancy Details

Salary: £37,166 to £39,352 per annum
Location: Burghfield Common - Central Office
Region: South East
Job Type: Team Leader
Category: Permanent- Full Time
Closing Date: 08/14/2020
Date Posted: 07/31/2020
Reference: 0000037489


Job Title: IS Service Desk Team Lead
Location: Burghfield Common near Reading, RG7 3YG
Salary: £37,166 to £39,352 per annum
Contract Type: Permanent
Hours: 37.5 hours per week
Interviews: W/C 24th August 2020

The role
The Service Desk Team Lead role is responsible for managing the day to day operation of the Service Desk. This role is crucial to ensuring service user requirements (Staff and Volunteers) are met in terms of communication, prioritising, escalating and resolving incidents and service requests.

The Service Desk Team Lead will drive a culture of continual process improvement and customer service within the Service Desk Team and co-operation within the wider IS team.

Who we’re looking for
You will have at least 3 years’ experience gained within a technical support and service delivery environment providing 1st and 2nd levelsupport including remote workers. Alongside this you will have:

  • Ability to be positive and actively encourage others within the Service Desk Team.
  • Proven ability in building and maintaining strong relationships with service users at all levels.
  • Ability to review workload and priorities for the 1st and 2nd level Service Desk Team members.
  • Experience of working in high pressured environments with users who may be stressed, while effectively managing customer expectations.
  • Excellent communication skills and an ability to explain complex technical issues to non-technical staff and service users.
  • Proven multi system problem-solving skills and experience.
For the complete list of essential and desirable criteria necessary to being successful in this role please see the Person Specification within the Job Description below.

Our core working hours are 9am to 5pm, Monday to Friday. This role is 37.5 hours per week, with 26 days paid holiday (excluding bank holidays) a year. As a charity, we’re always keen to support flexible working as best we can. 

We offer a generous pension scheme, life assurance and enhanced pay for parenting and sickness leave. In addition, we provide an Employee Assistance Programme, flexible benefits package and discounts and cashback scheme to care for our people.

How to apply
Applications can be made using the online application form. You will need to evidence the criteria as set out in the attached job description. As part of our safer recruitment policy, we do not accept CVs for job applications.


Guide Dogs welcomes applications from all sections of the community and actively encourages diversity to maximise achievements, creativity and good practice. We positively welcome, and seek to ensure we achieve diversity in our workforce and that all job applicants and employees receive equal and fair treatment, regardless of age, race, gender, religion, sexual orientation, disability or nationality. We encourage applications from disabled people as they are currently under-represented in the organisation and guarantee an invite to interview for all disabled applicants who meet the essential criteria for the job.


Guide Dogs is committed to safeguarding and promoting the welfare of all children, young people and adults at risk of harm with whom we work. We expect all our employees and volunteers to fully share this commitment.

If you are successful you will need to provide evidence of your right to work in the UK. We cannot provide sponsorship for this role.

We reserve the right to close adverts early. 


Salary: £37,166 to £39,352 per annum
Contact Name:
Email Address:

Account Navigation

Not Registered?

  • Registering enables you to save personal information which saves you time when entering details, allows you to apply for jobs and manage your job applications.
  • Register Now