IT Service Desk Team Leader

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 [Employer hidden — sign up to reveal], 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.

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

• 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
• 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
• Identify and implement process improvements and automation opportunities
• Develop service roadmaps aligned to business strategy
• Introduce self-service tools and knowledge management enhancements
• Own Incident, Request, and Knowledge Management processes
• Ensure ITIL-aligned service delivery and compliance with governance standards
• Promote cybersecurity awareness and enforce security protocols
• 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
• Track and report on KPIs and service metrics
• Deliver data-driven insights and recommendations to senior leadership

Experience Required

• 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
• 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, degree in IT/Computer Science

Contact

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.

If you are a current [Employer hidden — sign up to reveal] 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.