Global Service Desk Team Leader

About the role

Inspired Education is seeking a Global Service Desk Team Leader to oversee daily operations of a worldwide service desk supporting a diverse user base across multiple regions and time zones. Reporting to the Global Service Desk Manager, you will ensure high‑quality support, user satisfaction, and continuous improvement of the technology estate.

Key responsibilities

• Lead, coach and develop a high‑performing global IT service desk team.
• Oversee day‑to‑day service desk operations, ensuring consistent support within agreed service levels.
• Manage performance, attendance, shift scheduling, workload distribution and resource planning.
• Act as primary escalation point for complex technical and customer issues.
• Identify trends, optimise processes and support implementation of new technologies.
• Maintain and promote knowledge articles, SOPs and best practices.
• Monitor SLA compliance, customer satisfaction, first‑contact resolution and ticket quality.
• Build strong relationships with internal stakeholders and third‑party vendors.
• Produce operational reports with insights and recommendations.
• Support recruitment, onboarding, training and ongoing development of team members.

Required profile

• Minimum of 4 years’ experience in a leadership or supervisory role within an IT service desk environment.
• Proven ability to manage distributed teams across multiple regions.
• Strong analytical and problem‑solving skills.
• Excellent communication and stakeholder‑management abilities.

Required skills

What we offer

• Opportunity to lead a global team within a fast‑growing education group.
• Collaborative and inclusive work environment.
• Exposure to diverse cultures and technologies.