Service Desk Team Leader

About Us IVC Evidensia is the UK and Europe’s leading veterinary care group, made up of over 900 practices and referral hospitals, united by a shared purpose of happier animals, happier owners. At IVC Evidensia, we believe careers should be built without limits. Our people are supported to make more impact, access more career opportunities, and play an active role in their local and professional communities. Through investment in learning, innovation, and wellbeing, we create environments where our teams can grow in confidence, capability, and fulfilment—at every stage of their career. As part of Central Functions, you will be part of the teams that support and enable our network of over 2,500 practices across 20 countries, driving operational excellence, innovation, and strategic impact across the business. Our Technology teams are responsible for the systems and infrastructure that make that work - everything our healthcare professionals need to deliver world-class care. From keeping on top of patient records, health plans, client communications, diary management and dispensing, our teams have a lot to think about and need smarter ways to provide the convenience and expertise that modern Pet owners have come to expect. We're looking for a Service Desk Team Leader to lead a team of Service Desk Engineers, ensuring excellent IT support across our UK & Ireland practices and central teams. You'll play a key role in driving service excellence, developing people, and improving processes within a fast-paced technology environment. What You'll Be Doing Leading, coaching and developing a team of Service Desk Engineers and Senior Engineers Managing day-to-day Service Desk operations, workloads and resource planning Ensuring service levels, processes and quality standards are consistently met Handling escalated incidents and driving issues through to resolution Monitoring ticket quality, compliance and performance metrics Supporting recruitment, onboarding, performance reviews and career development Working closely with IT teams, third-party suppliers and project teams to ensure smooth delivery of change Contributing to the ongoing improvement of Service Desk processes, policies and customer experience Providing hands-on support during peak periods when required What We're Looking For Essential Experience Previous experience leading or managing an IT Service Desk team Proven success developing and motivating technical support professionals Strong understanding of ITIL Service Management principles Experience managing escalations and complex technical issues Background in Service Desk process improvement and operational excellence Experience within a contact centre, service desk or technical support environment Technical Knowledge You'll have solid 2nd Line support experience across areas such as: Microsoft Windows environments (365 & Sharepoint) Networking technologies (TCP/IP, DNS, DHCP, LAN/WAN, VPN) Remote support tools Cloud technologies (Azure AD, AWS, SaaS) VoIP and telephony solutions About You You are: A people-focused leader who enjoys coaching and developing others Customer-centric with a passion for delivering outstanding service Calm under pressure and comfortable managing competing priorities An excellent communicator, able to build relationships across all levels of the business Organised, proactive and detail-oriented A strong problem solver who thrives in a fast-moving environment Committed to continuous improvement and service excellence Why Join IVC Evidensia? At IVC Evidensia, careers are built without limits. We invest in our people through learning, development, wellbeing and career progression opportunities, empowering our teams to make a real impact while supporting veterinary professionals who deliver exceptional care every day. Ready to lead a high-performing Service Desk team and help shape the future of IT support across a growing international organisation? We'd love to hear from you. What’s in it for you? At IVC Evidensia, we’re committed to supporting your development and wellbeing. When you join us, you’ll benefit from: A role with real business impact supporting teams across the organisation Clear career pathways with progression opportunities within Central Functions and beyond Ongoing learning and development supported by tailored programmes and resources A collaborative, values-led culture focused on care, innovation, and continuous improvement Flexible working with a remote first working policy Benefits Healthcare Cash Plan Cycle to Work scheme Green Cars salary sacrifice scheme Voluntary benefits: choose from a range of benefits to suit you Discounted staff pet care Access to discounts/cashback with hundreds of participating retailers Diversity, Equality, Inclusion and Belonging At IVC Evidensia we are committed to Diversity, Equality, Inclusion and Belonging, we are keen to hear from candidates from all minority and diverse groups. As a Disability Confident Employer, we are keen to hear from candidates with disabilities and long-term health conditions and would be happy to discuss any reasonable adjustments needed during the recruitment process.