Service Desk Team Leader Up to £50,000 per annum + benefits London (Farringdon/Chancery Lane) Hybrid (3 Days Office / 2 Days Home) We're looking for a hands-on Service Desk Team Leader to join a growing MSP, leading and developing a team of Service Desk Engineers while remaining close to the technology and supporting escalations when required. Working alongside the Service Desk Manager and another Team Leader, you'll help drive service performance, mentor engineers and ensure customers receive an exceptional support experience. Key Responsibilities Lead, coach and develop a team of 1st and 2nd Line Engineers Act as an escalation point for technical issues Manage ticket queues and ensure SLA targets are met Conduct 1-2-1s, performance reviews and coaching sessions Allocate workloads and coordinate engineer activity Drive service improvements and best practice Support incident management and customer escalations Remain hands-on and assist the team when needed About You Previous experience leading or mentoring IT support teams Strong background in Service Desk or IT Support environments Excellent customer service and stakeholder management skills Comfortable working in a fast-paced MSP environment Strong organisational and problem-solving skills Knowledge of ITIL principles and service management processes If this position sounds like it might be of interest, please feel free to get in touch via email
Service Desk Team Leader in London employer: Identify Solutions
Identify Solutions is an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration within the Microsoft AI Stack. Employees benefit from ongoing professional development opportunities, competitive remuneration, and the chance to work on cutting-edge AI/ML projects in a regulated environment, all while being part of a supportive team dedicated to delivering impactful data solutions.
