Service Desk Team Lead

Role: Service Desk Team LeaderLocation: Horsham (hybrid)Salary: £35,000 - £40,000 (DOE)Industry: IT solutions

We're partnered with a growing managed service provider looking to appoint a Service Desk Team Leader to play a key role in the day-to-day running and continuous improvement of their support function.

This position offers a balance of leadership and hands-on technical involvement, acting as a senior escalation point while driving team performance, service quality, and operational efficiency.

The Role:

Oversee daily service desk operations, ensuring tickets are effectively assigned, progressed, and resolved Act as the first point of technical escalation for complex issues Monitor team workloads, ticket quality, and SLA performance, intervening where needed Support, coach, and develop engineers through regular feedback, reviews, and training plans Identify service trends, recurring issues, and areas for improvement Ensure high standards across documentation, processes, and service delivery Collaborate with internal teams to manage workloads and maintain service levels Contribute to process improvements, monitoring policies, and proactive service initiatives Handle client escalations and maintain strong stakeholder relationships

What We're Looking For:

Experience in a Service Desk Team Leader, Senior Engineer, or similar role within an MSP environment Strong leadership skills with the ability to motivate, mentor, and develop a team Excellent organisational skills and ability to manage competing priorities Confident communicator, able to handle challenging situations and build client trust Solid technical background across Microsoft technologies and infrastructure Good understanding of service management principles, SLAs, and best practice A proactive mindset with a focus on continuous improvement

Why Apply?

Opportunity to have a real impact on service delivery and team development A collaborative environment with a strong focus on quality and improvement Ongoing training and development opportunities A role that combines leadership with technical involvement

If you're a hands on leader who enjoys developing people while maintaining technical credibility, this is an excellent opportunity to step into a role with real influence.