IT Service Desk Team Leader

IT Helpdesk Team Leader - Reading (On-Site) - MSP - £40k-£50k

Do you have a sharp eye for detail and a genuine passion for keeping IT operations running smoothly? Fancy joining a fresh, fast-growing MSP where you'll actually get to shape how things are done?

This Reading-based Managed Service Provider is looking for a IT Helpdesk Team Leader to take ownership of their busy helpdesk. You'll work alongside a close-knit team of 7+ technicians, supporting a client base split evenly between business and education customers. The role is based at their office with occasional travel to client sites across Berkshire and the surrounding areas, so a driving licence and your own vehicle are a must.

What you'll be doing:

Take the lead on service desk performance, making sure nothing falls through the cracks and customers consistently receive a great experience.

• Overseeing day-to-day ticket flow, prioritisation, and response quality across the team.
• Spotting operational gaps before they become problems - this role needs someone who genuinely can't switch off from making things run better.
• Acting as a point of escalation for trickier issues and supporting technicians when they need it.
• Helping to shape processes and documentation as the team and client base continue to grow.
• Working hands-on across a broad mix of systems and technologies rather than staying ...