Service Desk Team Lead

Overview

Service Desk Team Lead – Herne Bay, Kent – Office Based

£32,000 - £35,000

25 Days Holiday | 40 Hours Per Week | 8am-6pm Service Desk (OOH On-Call)

We are recruiting for a Service Desk Team Lead to join a well-established Managed Service Provider based in Herne Bay. This position is ideal for someone who enjoys leading a service desk team and wants to focus on operational excellence being responsible for the day-to-day management and performance of an 11-engineer service desk team.

The business supports clients across:

• Microsoft environments
• Google Workspace
• End-user support
• Cyber security
• Connectivity & networks

The service desk uses Autotask PSA, and tickets are typical MSP-style incidents across the full service stack.

Reporting to the Service Director, you will be responsible for overseeing service desk operations, ensuring SLA and KPI performance, and leading the team to deliver consistently high customer satisfaction.

You will manage:

• 11 engineers (L1, L2 and Senior Engineers)
• Ticket allocation and workflow management
• SLA performance and KPI delivery
• Customer escalations and complaints
• Team scheduling, holidays and out-of-hours rota
• Continuous service improvement

This role is about ownership. You will be accountable for CSAT scores, first-time fix rates, response times, utilisation and overall service performance.

• Oversee daily service desk operations
• Assign and balance tickets effectively across skillsets
• Ensure SLAs and KPIs are consistently met or exceeded
• Act as escalation point for customer issues and complaints
• Proactively follow up on negative CSAT feedback
• Manage engineer scheduling and availability
• Present reporting and performance insights to stakeholders
• Drive continuous improvement of SOPs and processes
• Ensure documentation is accurate and up to date
• Provide strong, visible leadership to the team

• Previous experience within an MSP environment
• Experience leading or supervising engineers
• Strong understanding of ticket lifecycle management
• Comfortable working within SLA/KPI-driven environments
• Excellent communication skills
• Confident managing customer expectations

Desirable but not essential:

• ITIL accreditation
• Microsoft certifications

Most importantly, you must genuinely care about service quality and customer experience.

• 40 hours per week
• Service desk operates 8am-6pm Monday to Friday
• Participation in out-of-hours on-call rota
• Office based in Herne Bay

If you are currently a Senior Engineer who already mentors others, or a Service Desk Supervisor ready for more ownership, this could be an excellent next step