Service Desk Team Leader

We are excited to be partnering with a forward-thinking MSP who are looking for a hands-on Service Desk Team Leader to play a key role in both technical delivery and team leadership.

This is a dual position combining senior technical support with people management responsibilities. You will act as a key escalation point while also leading, mentoring, and developing a team of engineers—ensuring service levels, customer satisfaction, and operational efficiency are consistently delivered.

📍 Horsham
💰 £35,000 – £40,000 + progression opportunities

Service Desk Team Leader – The Role:

You will be responsible for keeping the service desk running smoothly day-to-day, working closely with the Service Desk Manager and other team leaders. This includes:

• Acting as the primary technical escalation point for complex issues
• Overseeing ticket flow, ensuring SLAs and quality standards are met
• Supporting, mentoring, and developing service desk engineers
• Monitoring workloads, identifying bottlenecks, and resolving issues proactively
• Conducting reviews, managing performance, and supporting training plans
• Handling client escalations and maintaining strong customer relationships
• Driving continuous improvements across service delivery and processes
• Remaining hands-on with technical tickets where required

About you:

• Strong technical background within an MSP or similar environment
• Previous experience mentoring or managing engineers
• Excellent communication skills, particularly in high-pressure situations
• Ability to balance hands-on technical work with leadership responsibilities
• Highly organised with strong problem-solving and decision-making skills
• A proactive mindset with a focus on service improvement

Why Apply?

• Opportunity to shape and influence service desk operations
• Clear progression and development pathways
• Supportive environment with investment in training
• Varied role combining leadership and technical work

This is an ideal opportunity for a senior engineer ready to step into leadership, or an existing team leader looking for a more impactful role within a growing MSP.

Please note: Applicants must be eligible to work in the UK indefinitely and without sponsorship.

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