Service Desk Team Leader

Service Desk Team Leader
Up to £50,000 per annum + benefits
London (Farringdon/Chancery Lane)
Hybrid (3 Days Office / 2 Days Home)

We're looking for a hands-on Service Desk Team Leader to join a growing MSP, leading and developing a team of Service Desk Engineers while remaining close to the technology and supporting escalations when required.

Working alongside the Service Desk Manager and another Team Leader, you'll help drive service performance, mentor engineers and ensure customers receive an exceptional support experience.

Key Responsibilities

Lead, coach and develop a team of 1st and 2nd Line Engineers

Act as an escalation point for technical issues

Manage ticket queues and ensure SLA targets are met

Conduct 1-2-1s, performance reviews and coaching sessions

Allocate workloads and coordinate engineer activity

Drive service improvements and best practice

Support incident management and customer escalations

Remain hands-on and assist the team when needed

About You

Previous experience leading or mentoring IT support teams

Strong background in Service Desk or IT Support environments

Excellent customer service and stakeholder management skills

Comfortable working in a fast-paced MSP environment

Strong organisational and problem-solving skills

Knowledge of ITIL principles and service management processes

If this position sounds like it might be of interest, please feel free to get in touch via email