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 company that values its people and promotes growth.
- Why this job: Step into a leadership role while staying hands-on with technology.
- Qualifications: Experience in MSP environments 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.
Technical Support Analyst - Team Lead in Haslemere employer: MaxAd Recruitment Ltd
Join a dynamic and ambitious IT services business that prioritises employee growth and collaboration. As a Technical Support Analyst - Team Lead, you'll not only lead a dedicated team but also have the opportunity to shape service desk operations while enjoying a hybrid working model and excellent benefits. With a clear progression path towards IT Service Management, this role offers a unique chance to make a meaningful impact in a supportive environment that values your contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Analyst - Team Lead in Haslemere
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT world, especially those in MSP environments. A friendly chat can lead to insider info about job openings or even a referral that could land you an interview.
✨Tip Number 2
Show off your skills! When you get the chance to meet potential employers, whether at a networking event or an interview, be ready to discuss specific examples of how you've tackled complex technical issues and mentored others. This will highlight your leadership potential.
✨Tip Number 3
Don’t just apply anywhere—apply through our website! We love seeing candidates who are genuinely interested in joining our team. Tailor your application to show how your experience aligns with the role of Technical Support Analyst - Team Lead.
✨Tip Number 4
Prepare for the interview by brushing up on your technical knowledge and customer service skills. Be ready to discuss how you would improve service desk operations and mentor junior analysts. Confidence is key, so practice makes perfect!
We think you need these skills to ace Technical Support Analyst - Team Lead in Haslemere
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences mentioned in the job description. Highlight your MSP experience and any leadership roles you've had, as we want to see how you can fit into our team.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're passionate about this role. Share specific examples of how you've mentored others or improved processes in your previous positions, as this will show us your potential impact.
Showcase Your Technical Skills:Since we're looking for someone with strong technical knowledge, make sure to list relevant certifications and experiences. Mention your familiarity with Windows, Microsoft 365, and networking to catch our eye!
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 to join our team!
How to prepare for a job interview at MaxAd Recruitment Ltd
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Windows, Microsoft 365, and networking. Be ready to discuss specific scenarios where you've resolved complex issues, as this will show your hands-on experience and problem-solving skills.
✨Showcase Your Leadership Skills
Since this role involves mentoring junior analysts, prepare examples of how you've successfully led a team or supported colleagues in the past. Highlight your coaching style and any improvements you've driven in previous roles to demonstrate your leadership potential.
✨Understand the Company Culture
Research the company’s values and culture. Be prepared to discuss how your approach aligns with their focus on collaboration and accountability. This will help you convey that you're not just a fit for the role, but also for the team.
✨Prepare Questions That Matter
Think of insightful questions to ask during the interview. Inquire about their service improvement initiatives or how they measure client satisfaction. This shows your genuine interest in the role and helps you assess if the company is the right fit for you.
