Service Desk Team Lead

Our client, a very successful Managed Service Provider in Central London are looking to hire a 1st Line IT Team Leader. This is an exciting opportunity to lead a dynamic team in a fast-paced help desk environment.

This is a fully office based role (5 days a week).

Key Responsibilities:

• Lead and Motivate: Manage a team of 1st Line engineers to deliver exceptional service, ensuring SLA-driven resolution of client tickets.
• Enhance Team Collaboration: Foster teamwork by encouraging input and proactive solutions from team members.
• Oversee Daily Operations: Monitor workload distribution and ensure efficient day-to-day operations within the help desk.
• Client Engagement: Liaise with clients to maintain SLA standards and assist with Service Delivery Reviews.
• Team Development: Mentor and train team members, promoting their career growth within the organization.

Essential Skills and Experience:

• 2+ years in a similar team leadership role within an IT MSP environment.
• Strong interpersonal and communication skills, with a customer-first approach.
• Familiarity with Microsoft Cloud technologies (Teams and Microsoft 365) and ITSM tools like HaloPSA, ITGlue, NetworkGlue.