Service Desk Team Lead
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Service Desk Team Lead
Reading/Hybrid
What it's like to work at Landmark:
At Landmark, you'll find a friendly, dynamic, and supportive team that values bold ideas, big dreams, and active curiosity. We foster a culture of innovation, encouraging everyone to contribute to the development and direction of our products and services, while continuously seeking new and efficient ways to work.
Collaboration and sociability are at the heart of what we do, and we take pride in coming together to achieve great things.
We offer a range of benefits to support your well-being and career growth, including:
- Competitive Salary
- Generous Holiday Allowance: 25 days' holiday plus bank holidays, with the option of adding up to 5 additional unpaid leave days per year
- Annual Lifestyle Allowance: £300 to spend on an activity of your choice
- Pension Scheme: Matched up to 6% for the first 3 years, and up to 10% thereafter
- Private Health Insurance: Provided by Vitality
Join us at Landmark and be part of a team that supports your ambitions and growth, both personally and professionally.
The Opportunity:
We’re offering an exciting opportunity for an experienced and motivated Service Desk Team Lead to step into a crucial role within our Digital Technology and Services (DTS) function. This position sits at the heart of our service operations, ensuring stability, quality, and continuity across a wide range of business‑critical applications.
As the Service Desk Team Lead, you will guide and support a team of Analysts delivering first line application support, drive operational excellence, and champion continuous improvement. You’ll work closely with a variety of internal teams to ensure incidents are resolved quickly, platforms remain reliable, and knowledge is well‑documented and shared. This is a fantastic opportunity for someone who thrives in a fast‑paced environment, enjoys problem‑solving, and is passionate about delivering exceptional customer‑focused service.
The role will involve:
- Overseeing incident resolution, ensuring timely fixes, clear communication, and strong root-cause analysis for application issues.
- Maintaining platform stability across on‑premise and cloud environments through proactive monitoring and operational tasks.
- Drive operational excellence by prioritising workload, meeting service levels, and ensuring audit and process compliance.
- Collaborate cross‑functionally with Engineering, DevOps/SRE, Service Desk, and Product teams to improve service quality and knowledge sharing.
- Act as an escalation point for customers and participate in the on‑call rota for management‑level escalations.
- Support service health by contributing to maintenance routines, health checks, and ongoing service improvement initiatives.
- Produce and analyse operational metrics, supporting customer service reviews and data-driven decision‑making.
About You:
You will be an experienced technical support professional with a passion for leading people, improving services, and keeping business‑critical applications running smoothly. You will be confident under pressure, customer‑focused, and committed to driving high standards across your team.
You Will be/have:
- Strong technical background with experience in a Service Desk or Application Support environment
- Proven leadership skills, with the ability to coach, mentor, and develop team members
- Excellent problem‑solving abilities, able to analyse issues and identify effective solution
- Clear and confident communication, particularly during incidents or time‑critical situations
- A customer‑centric mindset, always focused on service quality and stability
- In depth experience in technical support, varying hardware, and software platforms, with a speciality in Application Support products
- Ability to manage workloads, prioritise effectively, and deliver consistently against SLAs
- Collaborative working style, comfortable partnering with cross‑functional teams
- A drive for continuous improvement, seeking opportunities to enhance processes and reduce repeat issues
- Familiarity with ITIL principles and experience using ITSM tools
About Us:
Landmark Information Group holds a wide portfolio of market leading Prop-Tech (property technology) businesses that span an incredible range of markets and technology platforms across the sector. We are at the forefront of innovation and thought leadership in the property industry, being a supplier of national property-related data.
We deliver award-winning solutions to estate agency, conveyancing, surveying, lender valuations, land asset management, environmental consultancy, and Government markets. This is a chance to join the organisation as we make major steps forward in leveraging the latest cloud and large-scale technologies to start bringing together the entire market to a unified platform.
We are proud to be an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.