At a Glance
- Tasks: Lead a dynamic service desk, mentor junior analysts, and tackle complex technical issues.
- Company: Ambitious IT services business with a collaborative culture.
- Benefits: Competitive salary, hybrid working, and excellent career progression opportunities.
- Other info: Join a team that values growth, accountability, and collaboration.
- Why this job: Step into a leadership role while staying hands-on with technology.
- Qualifications: Experience in an MSP environment and strong technical knowledge required.
The predicted salary is between 40000 - 45000 £ per year.
£40,000 - £45,000 + Hybrid Working + Excellent Benefits
If you're building your career within an MSP environment and enjoy the fast‑paced, varied nature of supporting multiple clients, this is an opportunity to take the next step into a genuine leadership role within a growing, ambitious IT services business. This is not a role where you'll be stuck purely firefighting tickets. Instead, you'll play a central role in shaping how the service desk operates, mentoring a small team, improving processes and acting as the senior escalation point for more complex technical issues. You'll still be hands‑on, but with real influence over how things are done.
Working within a collaborative and forward‑thinking business, you'll benefit from a clear progression path toward IT Service Management, with exposure to service performance, reporting and continuous improvement initiatives from day one.
Key Responsibilities- Lead the day‑to‑day operations of the service desk, ensuring tickets are effectively triaged, assigned and resolved within SLA
- Act as the senior escalation point for complex technical issues across client environments
- Mentor and develop junior analysts through coaching, training and regular 1-2-1s
- Drive service improvements by analysing performance metrics and identifying trends
- Maintain high‑quality documentation across tickets, knowledge base and processes
- Deliver a proactive, customer‑first approach, ensuring consistently high levels of client satisfaction
- Remain hands‑on with technical support across a wide range of technologies
- Support projects, on‑site visits and wider business initiatives where required
- Proven experience within an MSP environment - essential
- IT support experience, including time in a senior or escalation role
- Strong technical knowledge across Windows, Microsoft 365, Windows Server, networking and endpoint management
- Experience mentoring or supporting junior team members would be desirable
- Confident communicator with excellent customer‑facing skills
- Ability to manage workloads, prioritise effectively and take ownership of issues through to resolution
- Microsoft certifications (or working toward them) would be advantageous
This is an ideal opportunity for an ambitious IT Helpdesk professional with an MSP background who enjoys variety, thrives in a client‑facing environment and wants to move into a more influential, leadership‑focused position without losing the technical edge. You’ll be joining a business that genuinely values its people, promotes accountability and collaboration and is committed to developing its team as it grows. If you’re looking for a role where you can step up, make an impact and progress your career toward IT Service Management, we’d love to hear from you. Apply now!
MSP Support Desk Lead — Hands-On & Mentoring in Haslemere employer: MaxAd Fixed Fee Recruitment
Join a dynamic and ambitious IT services business that prioritises employee growth and collaboration. As an MSP Support Desk Lead, you'll not only lead a dedicated team but also enjoy a hybrid working model and excellent benefits, all while having a real impact on service delivery and client satisfaction. With a clear path towards IT Service Management, this role offers the perfect blend of hands-on technical work and leadership opportunities in a supportive environment.
Contact Details:
MaxAd Fixed Fee Recruitment Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land MSP Support Desk Lead — Hands-On & Mentoring in Haslemere
✨Tip Number 1
Network like a pro! Reach out to your connections in the MSP world and let them know you're on the hunt for a new role. You never know who might have the inside scoop on openings or can put in a good word for you.
✨Tip Number 2
Get hands-on with your skills! Brush up on your technical knowledge, especially around Windows, Microsoft 365, and networking. Being able to demonstrate your expertise in these areas during interviews will set you apart from the competition.
✨Tip Number 3
Show off your mentoring experience! If you've coached or supported junior team members before, make sure to highlight this in conversations. Companies love candidates who can lead and develop others, especially in a collaborative environment.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining our ambitious team and making an impact in the MSP space.
We think you need these skills to ace MSP Support Desk Lead — Hands-On & Mentoring in Haslemere
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the job description. Highlight your MSP experience and any leadership roles you've had, as we want to see how you can lead our service desk.
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 makes you the perfect fit. We love seeing genuine enthusiasm for the position.
Showcase Your Technical Skills:Since this role involves hands-on technical support, be sure to mention your expertise in Windows, Microsoft 365, and networking. We want to know how you can tackle complex issues and mentor others in the team.
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. Don’t miss out!
How to prepare for a job interview at MaxAd Fixed Fee Recruitment
✨Know Your MSP Inside Out
Before the interview, make sure you research the company thoroughly. Understand their services, client base, and any recent news or projects. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Showcase Your Mentoring Skills
Since this role involves mentoring junior analysts, be prepared to discuss your experience in coaching and developing others. Share specific examples of how you've helped team members grow and how you plan to foster a collaborative environment.
✨Demonstrate Technical Proficiency
Brush up on your technical knowledge, especially around Windows, Microsoft 365, and networking. Be ready to tackle some technical questions or scenarios during the interview. Showing that you can handle complex issues will set you apart as a strong candidate.
✨Emphasise Customer-Centric Approach
Highlight your commitment to customer satisfaction. Prepare examples of how you've gone above and beyond for clients in previous roles. This will resonate well with the company's focus on delivering high-quality service and maintaining client relationships.
