IT Service Desk Team Leader

Service Desk Team Leader

Sunderland (Hybrid, 1 day work from home per week)

Salary up to £40,000, pension, life assurance, 33 days holiday (including bank holidays), exclusive company discounts on used car purchases, leasing deals and aftersales service.

Reporting into the Head of IT Service Delivery, the Service Desk Team Leader will be responsible for leading and supporting the day-to-day operations of the IT Service Desk. This role is key to ensuring the team delivers outstanding technical support and customer service to colleagues across all Lithia UK locations. You’ll work closely with third-party providers, the wider IT department, and business stakeholders to ensure smooth operations, quick resolutions, and a consistently high standard of service.

Your Journey as a Service Desk Team Leader:

• Leading and motivating a team of Service Desk Analysts, ensuring the delivery of exceptional technical support, customer service and achievement of targets
• Act as the point of escalation for complex or critical incidents — using your technical expertise and calm approach to drive quick, effective resolutions
• Monitor performance, analyse service trends, and ensure the team consistently meets SLAs and customer satisfaction targets
• Work collaboratively with other IT teams and departments to maintain smooth operations and clear communication across the business
• Identify and implement opportunities to improve processes, enhance efficiency, and deliver a world-class service experience
• Provide coaching, mentoring, and training to your team, ensuring they stay up to date with the latest systems, tools, and technologies
• Oversee the day-to-day management of service requests, user access, and software/hardware provisioning, ensuring everything runs smoothly behind the scenes
• Foster a positive, high-performing team environment built on trust, accountability, and continuous improvement

Are You Ready to Embrace the Challenge? We’re looking for someone who has:

• Proven experience in an IT Service Desk or technical support environment, with solid leadership or mentoring experience
• A strong understanding of ITIL best practices, including incident, request, and change management
• Excellent working knowledge of Office 365, Windows OS, and common IT hardware
• A hands-on approach to problem-solving, with the ability to troubleshoot complex issues efficiently and effectively
• Strong communication skills, with the confidence to explain technical concepts to non-technical users
• Strong organisational skills and are comfortable managing multiple priorities with a high volume of service requests
• A passion for customer service and a drive to deliver outstanding user experiences

Why Lithia UK?

• Enjoy 33 days annual leave (including bank holidays), giving you more time to relax, recharge, and do what you love
• Celebrate your special day with an extra day off on your birthday
• Our industry-leading Family Leave Policies ensure you’re supported when it matters most
• Take a paid day to volunteer and give back to a cause close to your heart
• We believe in recognising dedication and loyalty, that’s why we celebrate long service milestone anniversaries
• Unlock your potential with tailored training and endless career growth opportunities
• Commute for less with our cycle to work scheme 
• Access high street discounts to make the everyday a little more rewarding
• Know someone perfect for Lithia UK? Earn rewards through our internal referral scheme

At Lithia UK, our growth is powered by our people:

As one of the largest automotive retailers globally, we’re passionate about transforming the future of personal transportation and setting new standards for exceptional customer experiences. Our values—Earn Customers for Life, Improve Constantly, Take Personal Ownership, and Have Fun!—fuel everything we do. Join us, and you’ll be part of a team that embraces innovation, champions personal growth, and celebrates success together. If you're ready to make an impact in an environment that empowers you to drive change, we’d love to have you with us on this journey.