Service Desk Team Leader - Aftermarket

Service Desk Team Leader - Aftermarket

We''re looking for a driven and experienced Service Desk Team Leader to play a key role in leading our Service and Sales Desk operations within a customer-focused environment. As a Service Desk Team Leader, you''ll be at the heart of our support function-managing workloads, planning and scheduling work for service engineers, streamlining processes, and delivering outstanding service.

This is a position, perfect for a motivated person ready to take ownership of performance, coach a growing team, and ensure seamless communication between field engineers, the workshop, and customers.

If you''re an experienced Service Desk Team Leader who thrives in a leadership role and is passionate about customer satisfaction, continuous improvement, and driving results-this is the opportunity for you.

Location - Witham, Chelmsford, Braintree, Colchester

Salary - Up to -32K - Pension - 25 days Annual Leave (plus BH 32 days total) - Employee Assistance Program - Free Parking - Life Assurance - Mon to Fri NO Weekends

Key Responsibilities:

• Lead and support service and sales desk teams, promoting a high-performance, customer-first culture
• Oversee workload allocation and coordinate field engineers to minimise delays and improve response times
• Monitor SLAs, KPIs, and WIP to ensure operational targets are met
• Manage job cards, warranty claims, and customer disputes in line with company policies
• Communicate effectively with workshop, field teams, and branch management
• Deliver training, appraisals, and development plans for desk operatives
• Analyse performance metrics and identify improvements across service and sales desks
• Maintain full compliance with health, safety, and company standards

About You:

• Proven experience in a service desk, sales support, or technical operations environment
• Strong leadership and team supervision skills
• Excellent communication, organisation, and problem-solving abilities
• Confident using ERP systems and Microsoft Office
• Customer-focused, with a proactive and solution-driven mindset

Apply Now:

To apply send your CV to Robert Cox Senior Recruitment Consultant at Glen Callum Associates Ltd on or call Rob on (phone number removed)

JOB REF: 4267RCA Service Desk Team Leader