Service Desk Lead

SERVICE DESK TEAM LEADER - (HYBRID - SHEFFIELD)

KEY POINTS

• Leading first-line engineers within a growing Managed Service Provider (MSP)
• Hybrid working from Sheffield HQ (2-3 days in office)
• Hands-on leadership role with progression opportunities
• Competitive salary (Up to £32,500) and ongoing training & development

ABOUT THE CLIENT

We're supporting an established technology business providing industry-leading managed IT services across the UK and Europe. Following new investment and continued growth, they're looking to appoint an experienced Team Leader to oversee a talented first-line support team.

THE BENEFITS

• Hybrid working and flexible hours
• Ongoing learning and development support
• Clear career progression within a growing business
• Collaborative, people-first culture

THE TEAM LEADER ROLE

As Team Leader, you'll manage day-to-day operations of a busy IT support desk, ensuring tickets are handled efficiently and SLAs are met. You'll coach and develop first-line engineers, oversee workload allocation, deliver product and process training, and act as an escalation point for complex issues. Working closely with the Support Management team, you'll also help shape departmental strategy, improve workflows, and ensure clients receive exceptional service.

TEAM LEADER ESSENTIAL SKILLS

• Proven experience in a service desk or MSP environment
• Leadership experience - mentoring, coaching, and performance reviews
• Confident handling escalations and prioritising workloads
• Strong communication and relationship-building skills
• Technical understanding of:

- Microsoft 365 administration and support

- Windows environments and software installations

- Password management and file security

- Basic networking and broadband diagnostics

• Logical approach to problem-solving and process improvement
• Additional languages are an advantage

TO BE CONSIDERED:

Please either apply through this advert or email me directly via (see below) . For further information, please call me. By applying for this role, you give express consent for us to process and submit (subject to required skills) your application to our client in conjunction with this vacancy only.

KEY SKILLS

IT Support, MSP, Service Desk, Team Leadership, Microsoft 365, Networking, Windows, Azure AD, Troubleshooting, Coaching, ITIL