At a Glance
- Tasks: Lead and mentor a dynamic service desk team while resolving complex technical issues.
- Company: Join a growing Managed Service Provider with a collaborative culture.
- Benefits: Enjoy hybrid working, training opportunities, and clear career progression.
- Other info: Great opportunity for professional development and growth within a supportive team.
- Why this job: Make an impact in a fast-paced environment with exposure to cutting-edge technologies.
- Qualifications: Experience in service desk leadership and strong troubleshooting skills required.
The predicted salary is between 60000 - 60000 £ per year.
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 in London employer: IMT Resourcing
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 Service Desk Team Lead offers a unique opportunity to lead a talented team while ensuring exceptional service delivery across diverse IT environments. Embrace the chance to shape your career in a supportive environment that prioritises employee development and satisfaction.
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 on LinkedIn or at industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that Service Desk Team Lead role.
✨Tip Number 2
Prepare for those interviews by brushing up on your technical skills and leadership experience. We recommend practising common interview questions related to service desk operations and team management to show you’re the perfect fit for the job.
✨Tip Number 3
Don’t forget to showcase your problem-solving skills! During interviews, share specific examples of how you’ve handled escalated incidents or improved service delivery in past roles. We want to see how you can bring that expertise to our team.
✨Tip Number 4
Finally, apply through our website! It’s the best way to ensure your application gets noticed. We’re excited to see how you can contribute to our growing MSP environment and help us deliver top-notch support.
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 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 value 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 – it’s a big plus for us!
Showcase Your Technical Skills:In your application, be sure to highlight your technical expertise, especially with Microsoft technologies and cloud services. We’re looking for someone who can handle escalated incidents, so let us know how you’ve tackled complex issues in the past.
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 don’t miss out on any important updates. Plus, we love seeing applications come in through our own platform!
How to prepare for a job interview at IMT Resourcing
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft technologies, cloud services, and networking. Be ready to discuss specific scenarios where you've tackled complex technical issues, as this will show your hands-on experience and problem-solving skills.
✨Showcase Your Leadership Skills
Prepare examples of how you've led teams or mentored colleagues in previous roles. Highlight your ability to manage competing priorities and ensure high service standards, as this is crucial for a Service Desk Team Lead position.
✨Understand the Company Culture
Research the Managed Service Provider's values and culture. Be prepared to discuss how you can contribute to their collaborative environment and improve service delivery processes, which will demonstrate your alignment with their goals.
✨Ask Insightful Questions
Prepare thoughtful questions about the role, team dynamics, and future projects. This not only shows your interest but also helps you gauge if the company is the right fit for you. Think about asking how they measure success in the service desk team.
