IT Service Desk Team Leader

IT Service Team Leader 

6-Month Fixed Term Contract  
Location: Shirley Office 3 days a week (with occasional travel) 

About MVH Europe  

Mars Veterinary Health (MVH) Europe is a family of leading veterinary care providers committed to creating a better world for pets. Our network includes trusted brands such as AniCura and Linnaeus, operating over 500 animal hospitals and clinics across 18 European countries. Together, our teams deliver high-quality, modern veterinary care for companion animals, ensuring peace of mind for pet owners through excellent access and patient safety.  

AniCura, our largest brand in Europe, provides care to over three million patients each year through 12,500 dedicated professionals. Linnaeus, operating primarily in the UK and Ireland, is home to over 6,000 Associates empowered to deliver exceptional care through a culture of collaboration, clinical excellence, and continuous development.  

At MVH Europe, we prioritize a culture of accountability, inclusion, and wellbeing. We believe our purpose to make A BETTER WORLD FOR PETS  starts with building a better world for our people. We support our teams through strong governance, comprehensive wellbeing programs, and a shared passion for delivering exceptional outcomes in veterinary care.  

The Role 

As Service Desk Team Leader, you will lead a team of approximately 10 Service Desk Associates, ensuring a consistently high standard of IT support while continuously improving processes, tools, and performance. 

You’ll be responsible for day-to-day operations, P1 & P2 incident management, stakeholder engagement, and delivering a modern, efficient, and customer-focused service desk. 

Key Responsibilities 

Leadership & Team Development 

• Lead, mentor, and develop a team of Service Desk professionals  

• Manage performance, wellbeing, scheduling, and career progression  

• Build a collaborative, high-performing, and customer-focused culture  

Service Delivery & Operations 

• Oversee daily Service Desk operations, ensuring fast and effective issue resolution  

• Monitor ticket volumes and performance against SLAs  

• Handle escalations and lead P1 & P2 incident management  

• Ensure 100% focus on customer satisfaction  

Continuous Improvement & Strategy 

• Identify and implement process improvements and automation opportunities  

• Develop service roadmaps aligned to business strategy  

• Introduce self-service tools and knowledge management enhancements  

Governance & Best Practice 

• Own Incident, Request, and Knowledge Management processes  

• Ensure ITIL-aligned service delivery and compliance with governance standards  

• Promote cybersecurity awareness and enforce security protocols  

Stakeholder & Supplier Management 

• Build strong relationships across IT, central support teams, and business units  

• Coordinate with third-party suppliers and internal stakeholders  

• Conduct regular service reviews and present performance insights  

Reporting & Analytics 

• Track and report on KPIs and service metrics  

• Deliver data-driven insights and recommendations to senior leadership  

Experience Required 

Essential Experience & Knowledge 

• At least 2 years’ experience in a Service Desk leadership role  

• Strong technical background with ITSM tools and administration  

• Solid understanding of ITIL and service management frameworks  

Skills & Attributes 

• Proven leadership and team management ability  

• Excellent problem-solving and decision-making skills  

• Strong communication skills (written and verbal)  

• A proactive, continuous improvement mindset  

• Customer-first approach (“clinic-first” mindset)  

Desirable 

• Experience managing remote teams  

• Service Now ITSM Tool 

• Background in veterinary or healthcare sectors  

• ITIL Foundation, PRINCE2, or equivalent certifications  

• Degree in IT, Computer Science, or related field  

If this sounds like you:  

Please contact Christina Scimeca, Group Corporate Recruiter, who is happy to tell you more about this opportunity and the recruitment process. Or apply by submitting your resume through the apply button below.  

MVHE is an equal opportunity employer and welcomes applications from candidates with diverse backgrounds.