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For Companies At a Glance
- Tasks: Lead and mentor a team of engineers while tackling complex technical challenges.
- Company: Join a rapidly growing Managed Services Provider in London with a hybrid work model.
- Benefits: Competitive salary up to £45,000, plus opportunities for personal development.
- Why this job: Make a real impact by improving processes and enhancing customer experiences.
- Qualifications: Experience in a leadership role with strong technical skills in a multi-customer environment.
- Other info: Dynamic team culture with a focus on continuous improvement and career growth.
The predicted salary is between 40000 - 45000 £ per year.
Location: London (hybrid)
Salary: £40,000-45,000, depending on experience.
The Opportunity
We are proud to be supporting a highly respected and rapidly growing Managed Services Provider as they look to appoint a Service Desk Team Leader. This is an exciting opportunity for an experienced engineer or existing team lead who enjoys a blend of people leadership and hands-on technical work.
You will be leading a close-knit team of five 1st–3rd Line Engineers, ensuring high-quality service delivery while acting as a key escalation point for complex client issues. If you are passionate about developing others, improving processes, and maintaining excellent customer experience, this role offers the perfect platform.
Key Responsibilities
- Lead, mentor, and support a team of 1st–3rd Line Engineers
- Conduct regular 1:1s, performance reviews, and personal development planning
- Act as the primary technical escalation point for challenging or high-priority incidents
- Oversee day-to-day service desk operations, ensuring SLAs and KPIs are consistently met
- Drive continuous improvement across processes, documentation, and service delivery
- Collaborate closely with senior leadership and project teams to support wider business goals
- Maintain strong relationships with clients, ensuring clear communication and exceptional service
Skills & Experience
- Previous experience in a Service Desk Team Leader, Senior Engineer, or similar role
- Strong technical background, ideally within an MSP or multi-customer environment
- Ability to manage, motivate, and develop technical staff
- Excellent troubleshooting skills and confidence handling escalations
- Strong communication and customer-facing abilities
- A proactive mindset with a passion for improving service quality
- Technical exposure across the Microsoft ecosystem (M365, Azure, Windows Server) is highly desirable.
London/Hybrid based. Paying up to £45,000, depending on experience.
Service Desk Team Lead in London employer: Context Recruitment
Contact Detail:
Context Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Team Lead in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend meetups, and engage on platforms like LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to team leadership and technical challenges. We recommend doing mock interviews with friends or using online resources to boost your confidence.
✨Tip Number 3
Showcase your passion for service quality during interviews. Share specific examples of how you've improved processes or mentored team members in the past. This will help you stand out as a candidate who truly cares about customer experience.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Service Desk Team Lead in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your leadership experience and technical background, especially if you've worked in a Managed Services Provider environment.
Craft a Compelling Cover Letter: Use your cover letter to showcase your passion for developing others and improving processes. Share specific examples of how you've led teams or handled complex client issues in the past.
Showcase Your Technical Skills: Don’t forget to mention your technical exposure, especially with Microsoft technologies like M365 and Azure. This will help us see how you can contribute to our team right from the start.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity!
How to prepare for a job interview at Context Recruitment
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around the Microsoft ecosystem like M365 and Azure. Be ready to discuss your hands-on experience and how you've tackled complex issues in the past.
✨Show Your Leadership Skills
Prepare examples of how you've led a team or mentored others. Think about specific situations where you motivated your team or improved processes. This will show that you're not just technically savvy but also a great leader.
✨Communicate Clearly
Practice explaining technical concepts in simple terms. Since this role involves client interaction, being able to communicate effectively is key. You might even want to role-play with a friend to get comfortable.
✨Ask Insightful Questions
Come prepared with questions that show your interest in the company and the role. Ask about their current challenges, team dynamics, or how they measure success. This demonstrates your proactive mindset and genuine interest in improving service quality.