Service Desk Team Lead
Job Role: Service Desk Team Leader Location: Horsham Salary: £35,000 – £40,000 (depending on experience)
A well-established IT services provider is looking to appoint a Service Desk Team Leader to join its growing support function. This is a split role, combining hands-on technical delivery with team leadership responsibilities across a busy, customer-focused service desk.
You’ll be working within one of two service desk teams, each led by a Team Leader, ensuring smooth day-to-day operations while maintaining high standards of service and 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 a professional and diplomatic approachDriving continuous improvement across service delivery and processesCollaborating with other Team Leaders to maintain efficiency across the wider function
About You
Strong technical background within an IT support / MSP environmentExperience working in a 2nd/3rd Line or senior support rolePrevious exposure to team leadership, mentoring, or managementComfortable balancing hands-on technical work with leadership dutiesExcellent communication skills with the ability to handle customer escalationsOrganised, proactive, and confident making decisions under pressure
What’s on Offer
Salary up to £40,000 depending on experienceA genuine split role offering both technical and leadership developmentOpportunity to influence service delivery and team performanceOngoing training and professional development
If you’re a strong technical engineer ready to step into (or further develop within) a leadership role, this position offers the opportunity to make a tangible impact while continuing to build your technical expertise.
The client is looking to fill this opportunity immediately, so please apply ASAP or feel free to drop me an email with any questions to owen @ serlimited . com.
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