At a Glance
- Tasks: Lead and mentor a team while resolving complex technical issues.
- Company: Join a growing Managed Service Provider with a collaborative culture.
- Benefits: Enjoy hybrid working, training, career progression, and exposure to cutting-edge technologies.
- Other info: Great opportunities for professional development and clear career progression.
- Why this job: Make a real impact in IT support and shape service delivery processes.
- Qualifications: Experience in service desk leadership and strong troubleshooting skills required.
Location: London (Hybrid Working)
Salary: Up to £60,000
Benefits: Hybrid working, training and certifications, career progression, collaborative culture, exposure to enterprise technologies
Our client, a growing Managed Service Provider, is looking to hire a Service Desk Team Lead to support and develop their expanding technical support function. This role will operate as a senior escalation point across 1st, 2nd, and 3rd line support teams, helping to ensure high service standards, strong customer satisfaction, and efficient resolution of technical issues across a broad client base. Working within a fast-paced MSP environment, you’ll play a key role in supporting businesses with a wide range of IT services including Microsoft 365, cloud technologies, infrastructure support, cyber security, virtualisation, and disaster recovery solutions. This is an excellent opportunity for someone who enjoys combining hands-on technical work with team leadership and service improvement.
What you’ll do:
- Act as the primary escalation point for complex technical issues across 1st, 2nd, and 3rd line support
- Lead, mentor, and support service desk engineers across daily operations and technical development
- Monitor service desk performance and ticket queues to ensure SLA targets and customer expectations are consistently achieved
- Support incident management, root cause analysis, and problem resolution across multiple client environments
- Assist with the implementation and support of Microsoft 365, infrastructure, cloud, networking, and security solutions
- Work closely with project, infrastructure, and customer success teams to improve service delivery and operational efficiency
- Drive continuous improvement across support processes, documentation, and customer experience
You’ll collaborate with both technical and operational stakeholders to ensure a high-quality support service is delivered across a varied and growing customer base.
What we’re looking for:
- Previous experience in a Service Desk Team Lead, Senior Service Desk Engineer, or similar position
- Strong troubleshooting experience across Microsoft technologies, Windows environments, networking, and infrastructure support
- Experience operating within a Managed Service Provider environment
- Good understanding of Microsoft 365, cloud services, security best practices, and modern IT support environments
- Experience handling escalated incidents and managing competing priorities effectively
- Strong communication and stakeholder management skills
The ideal candidate will be technically strong, customer-focused, and comfortable working within a fast-paced, collaborative support environment.
Why join?
- Join a growing MSP supporting a broad range of modern IT environments and technologies
- Hybrid working model with flexibility
- Opportunity to lead and shape service delivery processes
- Exposure to cloud, cyber security, and infrastructure projects
- Ongoing professional development and certification support
- Clear progression opportunities within a growing technical team
Apply now to take the next step in your leadership career within a growing MSP environment.
Service Desk Team Lead employer: IMT Resourcing Solutions
Join a dynamic Managed Service Provider in London, where you will thrive in a collaborative culture that values professional growth and innovation. With a hybrid working model, ongoing training, and exposure to cutting-edge technologies, this role as a Service Desk Team Lead offers the perfect blend of leadership and technical challenges, ensuring you play a pivotal role in enhancing service delivery and customer satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Team Lead
✨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 a Service Desk Team Lead role.
✨Tip Number 2
Prepare for those interviews by brushing up on your technical skills and leadership experience. Be ready to share specific examples of how you've handled escalated incidents or improved service delivery in past roles.
✨Tip Number 3
Showcase your passion for continuous improvement! Talk about any initiatives you've led that enhanced customer satisfaction or streamlined support processes. This will resonate well with potential employers.
✨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
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Service Desk Team Lead role. Highlight your troubleshooting experience and any leadership roles you've had in the past. We want to see how you can bring your unique flair to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background aligns with our needs. Don’t forget to mention your experience in a Managed Service Provider environment – we love that!
Showcase Your Technical Skills:Since this role involves a lot of technical know-how, make sure to list your relevant skills clearly. Whether it's Microsoft 365, cloud technologies, or infrastructure support, we want to see what you can bring to the table!
Apply Through Our Website:We encourage you to apply directly through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at IMT Resourcing Solutions
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Microsoft 365, cloud services, and networking. Be ready to discuss specific scenarios where you've solved complex issues, as this will show your hands-on experience and problem-solving skills.
✨Showcase Your Leadership Skills
As a Service Desk Team Lead, you'll need to demonstrate your ability to lead and mentor others. Prepare examples of how you've supported team members in the past, improved service delivery, or handled escalated incidents. This will highlight your leadership style and effectiveness.
✨Understand the Company Culture
Research the Managed Service Provider's culture and values. Be prepared to discuss how you align with their collaborative approach and commitment to customer satisfaction. This shows that you're not just a fit for the role, but also for the company.
✨Prepare Questions for Them
Interviews are a two-way street! Think of insightful questions to ask about their current challenges, team dynamics, or future projects. This not only shows your interest in the role but also helps you gauge if it's the right fit for you.
