All Locations
Magor
All Departments
Service Desk
Vacancy Type
Permanent

About The Role

The role of the Service Desk Shift Team leader is to provide leadership to the shift team, acting as a point of escalation to ensure that customer SLAs/KPIs are met or exceeded. The Service Desk Shift Team leader will be accountable for the delivery and achievement of the customer SLAs. Diligence and attention to detail are also key skills along with ability to multi-task and prioritise work appropriately. The Service Desk Team leader role is a line management role to the shift team.

Principal Accountabilities / Objectives:

Manage the delivery of the Global Service Desk:
  • Manage and achieve the customer SLAs and KPIs;
  • Ensure all required site visit reports & customer part returns are completed according to customer contractual agreements; 
Manage the GSD staff and extended teams:
  • Effectively lead and manage the GSD shift team on a day to day basis;
  • Complete customer incident reports as required within agreed timescales;
  • Train, advise, coach and mentor team members; set objectives, hold regular one to one reviews, monitor individual performance and complete mid-year and annual appraisals;
  • Ensure that the company and customer fault management systems are 100% accurate and up to date at all times in terms of contract management, site information, database administration and training.
Communication with the customer:
  • Act as the technical escalation point for customer networks.
  • Ensure customers are kept informed of incident progress throughout the ticket lifecycle, internally and externally, adhering to SLA response times;

Principal Accountabilities/Objectives: General

  • Utilise all management tools and mediums to ensure maximum efficiency to the department;
  • Maintain and create, where necessary, Global Service Desk processes and procedures whilst also providing continuous improvement.
  • Represent the company and group in a professional manner at all times, both externally and internally and support the adoption of the Indigo’s corporate culture.

About You

  • Previous Help Desk experience an advantage
  • Previous experience of leading a team essential
  • Ability to build and maintain good working relationships both internally and externally
  • Analytical problem solver
  • Desire and motivation to learn and ability to advance skill level
  • Ability to multitask and prioritise workload.

About Us

At Indigo, you’ll join an inclusive culture that values diversity, integrity, and merit, empowering you to reach your full potential. We welcome candidates from all backgrounds, especially those underrepresented in our industry, including women, people with disabilities, and LGBTQ+ individuals. As a leader in the telecoms industry, Indigo offers endless opportunities for personal and professional growth in a dynamic market projected to expand from US $1657.70 billion in 2020 to US $2395.47 billion by 2027. With over two decades of experience and a presence in 90+ countries, we specialize in cutting-edge technologies like Fixed Line, 5G, Edge DC, and Subsea. Recognized as one of the UK’s top-performing privately-owned technology companies, we prioritize the well-being and growth of our employees, fostering a respectful and inclusive atmosphere with over 30 nationalities. Our commitment to sustainability and innovation ensures a brighter future. As a proud recipient of the ‘Investors in People’ Gold Award, we invest in your growth and development. Join Indigo and make a real difference in an organization that offers unparalleled opportunities at the right place and time. Embark on an exciting journey with us.

At Indigo, our smart, ambitious teams are dedicated to supporting our customers. Our culture of ownership and transparency empowers our team to achieve goals and exceed customer expectations. For over twenty-five years, we’ve partnered with some of the world’s leading network carriers and hyperscalers, with a diverse talent pool we celebrate differences, inviting new ideas, creativity, collaboration, and passion from every employee. Our commitment extends beyond the present, as we cultivate and mentor the next generation to access limitless growth opportunities. At Indigo, we understand that our people are the heart of our success. We are deeply committed to nurturing a work culture that prioritizes the well-being and growth of our employees. We take pride in listening to our team and taking action to continually enhance our company’s support and enriching environment. Our diversity is our strength, coming together as one team, we foster an atmosphere of respect and inclusivity, where collaborating with individuals from various backgrounds, cultures, and thinking styles empowers us to evolve into better professionals and leaders.

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