Service Desk Team Leader

Lolly is a leading software and technology firm in the hospitality sector producing a wide range of state\-of\-the\-art technology solutions including robot waiters, facial verification, mobile apps, EPoS and payment solutions.

Our mission is to make technology simple, by implementing the best solution, incorporating the most reliable intuitive technology and to follow this with first class after\-sales customer care. We exist to create a technology hub for now and in the future.

About the Role

We are seeking a highly organised and detail\-oriented Service Desk Team Leader will oversee the day\-to\-day operations of the managed service desk, acting as the primary liaison between our client and Lolly. Additionally, the Team Leader will serve as the internal coordinator across Lolly’s Provisioning, Admin, and Helpdesk teams to ensure smooth workflows, efficient ticket resolution, and consistent service delivery.

Responsibilities

• Oversee ticket assignments, ensuring they are directed to the correct team and resolved within agreed SLAs.


• Track tickets across their lifecycle, proactively following up with internal teams to avoid bottlenecks and delays.


• Review and manage escalated issues, ensuring timely interventions and updates.


• Serve as the central communication point between the service desk and Lolly’s internal teams


• Build and maintain strong working relationships with internal teams to facilitate efficient problem\-solving.


• Act as the single voice of the managed service desk for our client, maintaining regular communication on progress, issues, and updates.


• Identify recurring challenges within internal workflows and recommend optimizations.


• Lead the service desk team to ensure tickets are resolved efficiently and professionally.


• Provide training and support to service desk staff, ensuring they understand internal processes, tools, and escalation protocols.


• Collaborate with our client to anticipate changing needs and adapt workflows accordingly.


• Drive initiatives to streamline communication between our client and Lolly’s internal teams.

• Ability to collaborate effectively with our clients’ stakeholders and internal Lolly teams.


• Proven experience in managing workflows across multiple internal departments.


• Focus on delivering a seamless and positive experience for our client and internal teams.


• Proactive approach to identifying and resolving cross\-departmental issues.


• Strong skills in tracking performance metrics and deriving actionable insights.

• 3\+ years of experience in data entry, systems administration, and team leader management.

Benefits:

• Casual dress


• Company pension


• Cycle to work scheme


• Free parking


• On\-site parking


• Private dental insurance


• Private medical insurance


• Sick pay

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