Service Desk Team Lead
- Hiring Organisation
- SER (Staffing) Ltd
- Location
- Horsham, West Sussex, England, United Kingdom
- Employment Type
- Full-Time
- Salary
- £35,000 - £40,000 per annum
technical delivery. The Role This position blends technical expertise with people management. You will act as both a senior escalation point and a line manager, supporting engineers while remaining actively involved in ticket resolution. Key responsibilities include Overseeing daily service desk operations and ticket flowAssigning, reviewing, and progressing support … tickets in line with SLAsActing as the primary technical escalation point for complex issuesMentoring and supporting engineers with technical challengesConducting performance reviews, training plans, and regular 1:1sManaging timesheets, annual leave, and day-to-day team oversightIdentifying stalled tickets or workload issues and intervening proactivelyHandling customer concerns with ...