Service Desk Team Leader

Job Description

Is your CV ready If so, and you are confident this is the role for you, make sure to apply asap.

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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**Please only apply if you are already eligible to work in the UK (indefinitely & without sponsorship)

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