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IT Service Desk Team Leader
Location: First Floor, Friars Gate, 1011 Stratford Rd, Shirley, Solihull
If you are a current Linnaeus Associate, you will need to apply internally. In order to do this, please contact our Talent Acquisition team (details can be found via The Link) and someone will be in touch to discuss and progress your application.
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.
Internal Candidates/Associates: If you are interested in this position, please reach out to the Corporate Recruiter to understand the internal recruitment
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Part of an amazing global family
Being part of this amazing global group gives us the benefit of a huge network of experts and specialists, a future we can invest in and the security that allows us to concentrate on what we do best – caring for pets. We are proud to count some of the finest specialists, veterinary surgeons and nurses in the UK among our team. Being part of the Mars family of businesses provides huge development opportunities across the group for our Associates.
The future of the veterinary world is at the heart of everything we do. We are all individual but two important things bring us together: a commitment to excellence and our passion to make A BETTER WORLD FOR PETS.
Linnaeus is owned by Mars, that makes us part of their 70,000 Veterinary Health Associates who spend their days thinking about the 400 million pets of the world and how to improve their lives. Being part of this amazing global group gives us the benefit of a huge network of experts and specialists, a future we can invest in and the security that allows us to concentrate on what we do best – caring for pets.
Our Associates are fundamental to our success and we are proud to count some of the finest specialists, veterinary surgeons and nurses in the UK among our team.
Being part of the Mars family of businesses provides huge development opportunities across the group for our Associates.
Linnaeus is an equal-opportunity employer, and all qualified applicants will receive consideration for employment, we are committed to fostering a culture that is inclusive and diverse for all our associates.
If you would like to apply for this role, please click the Apply Button or for more information, please feel free to reach out directly to our Talent Acquisition team at careers@linnaeusgroup.co.uk
