Service Desk Team Leader

• Come and join the Littlefish team!
• Work location: Sheffield (Hybrid)
• Salary: Up to £40,000
• Must Be eligible for SC (Must have lived in the UK for the past 5 years)
  • Applications closing date: Sunday 25th January 2026
  • Interviews to commence: Monday 2nd February 2026

Here at Littlefish, we look for people who can make a real difference and become a giant slayer. As the world around us continues to change, we look for people who grab that change with optimism and excitement. These are the passionate and high performing people who enjoy and thrive on thinking outside the box. 

Our current employees are the giant slayers who have made Littlefish who we are today, and you will be the future employees who continue to add the drive, passion, and add to our skills and experience as we see Littlefish grow. 

So, if this is ticking your boxes and you are excited at the thought of working with creative, passionate, energetic, friendly people- we would love to hear from you.

The role and what you’ll be getting up to on a day to day basis:

Littlefish is looking for a Service Desk Team Leader to join our team in Sheffield. 

As the Service Desk Team Leader, you will provide management support to one or more teams (PODs) of Service Desk Engineers. Also, as the Service Desk Team Leader, you will be responsible for; ensuring delivery of agreed service levels, customer service reviews, hiring and onboarding for your assigned team, check and improve the quality of the service desks work.

What you’ll be getting up to on a day-to-day basis: 

• Direct line management for a team of  service desk engineers, providing feedback through 121s and formal reviews.
• Monitoring and managing the service desk engineer’s daily performance and productivity, assigning workload and tasks to meet customer demands
• Mentoring and coaching members of the team, acting as a hierarchical and technical escalation point
• Responsible for all tickets currently assigned to the service desk queue, monitoring breach status and open backlog, prioritising engineer effort and time to meet customer SLAs and KPIs
• Engagement point with the customer for service improvements and initiatives to improve the customer offering.
• Initial escalation point for end user issues and complaints.
• Supporting the service transition process, onboarding new customer and new customer processes/technologies.
• Provide input and reporting for service desk resource forecasting and planning on a regular basis.

What are we looking for in the successful candidate?

• Prior Service Desk management experience and IT Service Management awareness. ITIL or SDI certification.
• Technical background with understanding of core enterprise technologies, terminology and best practice. Microsoft 365 fundamentals certification or equivalent.
• Evidence of stakeholder management, planning and prioritisation, coaching and development, and effective leadership skills.

What can we offer you?

• Through our one of a kind training programme, the Littlefish Academy, you can increase your earnings by £4,500.
• Referral bonus scheme of £1000 when you successfully refer a friend.
• Access to our LinkedIn Learning platform, with over 16000 expert-led online tutorials to enhance and achieve your personal and professional goals.
• Healthcare cash plan. This will give you access to online GP appointments, 24/7 access to qualified counsellors and cash back against a range of general healthcare.
• Casual dress policy
• Company Pension Scheme
• Company social events
• 25 days annual leave plus public / bank holidays
• Purchase and sale of annual leave scheme 

Our company values shape who we are as a business, what we stand for and how we work. Hiring people with our values at heart, is very important as we see Littlefish grow.

I am High Performing- I like to raise the bar, we look at creating opportunities to increase quality and improve efficiency, we strive for service excellence.

I am Passionate- We build team success and celebrate them together, I am enthusiastic and energetic, I care about the people I work with and we support one another.

I Have a Can-Do Attitude- I am not afraid to step outside my comfort zone, we are not afraid to challenge status quo, we get stuff done!

So, if you feel like you can make a tangible difference, apply today, and join us on this journey.

Here at Littlefish we aim to be somewhere everyone can be themselves. We are committed to encouraging a diverse and inclusive community where everyone irrespective of who they are, or their background, can feel equal and supported.

We encourage applications from people of all backgrounds. Please get in touch if you are concerned about any difficulties you may face during your recruitment process, so we adjust accordingly.

Part of our application process includes a set of ED&I (Equality, diversity and inclusion) questions. Please note, each question has a option has a ‘prefer not to say’).