At a Glance
- Tasks: Lead a dynamic service desk team while tackling technical challenges and improving service quality.
- Company: Join a growing managed service provider with a focus on innovation and teamwork.
- Benefits: Competitive salary, hybrid work model, and opportunities for professional growth.
- Other info: Enjoy a collaborative environment with plenty of room for career advancement.
- Why this job: Make a real impact by enhancing support services and leading a passionate team.
- Qualifications: Experience in IT support and strong leadership skills are essential.
The predicted salary is between 35000 - 40000 € per year.
Location: Horsham (hybrid)
Salary: £35,000 - £40,000 (DOE)
Industry: IT solutions
We're partnered with a growing managed service provider looking to appoint a Service Desk Team Leader to play a key role in the day-to-day running and continuous improvement of their support function. This position offers a balance of leadership and hands-on technical involvement, acting as a senior escalation point while driving team performance, service quality, and operational efficiency.
The Role:
- Oversee daily service desk operations, ensuring tickets are effectively assigned, progressed, and resolved
- Act as the first point of technical escalation for complex issues
- Monitor team workloads, ticket quality, and SLA performance, intervening where needed
- Support, coach, and develop engineers through regular feedback, reviews, and training plans
- Identify service trends, recurring issues, and areas for improvement
- Ensure high standards across documentation, processes, and service delivery
- Collaborate with internal teams to manage workloads and maintain service levels
- Contribute to process improvements, monitoring policies, and proactive service initiatives
- Handle client escalations and maintain strong stakeholder relationships
What We're Looking For:
Service Desk Team Lead employer: Nextech Group
Join a dynamic managed service provider in Horsham, where we prioritise employee growth and a collaborative work culture. As a Service Desk Team Leader, you'll benefit from a hybrid working model, competitive salary, and opportunities for professional development while leading a dedicated team to deliver exceptional IT solutions. Our commitment to continuous improvement and employee support makes us an excellent employer for those seeking meaningful and rewarding careers.
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 IT industry, especially those who work in service desk roles. A friendly chat can lead to insider info about job openings that might not even be advertised yet.
✨Tip Number 2
Prepare for interviews by practising common questions related to team leadership and technical escalation. We recommend role-playing with a friend or using online resources to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Share specific examples of how you've handled complex issues or improved service delivery in previous roles. This will demonstrate your hands-on experience and leadership potential.
✨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 and engaged with our platform.
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 Leader role. Highlight your leadership experience and any hands-on technical skills that show you can handle complex issues.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're the perfect fit for our team. Share specific examples of how you've improved service quality or led a team in the past, and don’t forget to express your enthusiasm for the role!
Showcase Your Problem-Solving Skills:In your application, give us a glimpse of your problem-solving abilities. Mention any instances where you've successfully resolved escalated issues or improved processes, as this is key for the Service Desk Team Leader position.
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 the role. Plus, it makes the process smoother for everyone involved!
How to prepare for a job interview at Nextech Group
✨Know Your Stuff
Make sure you brush up on your technical knowledge related to service desk operations. Be ready to discuss how you've handled complex issues in the past and what strategies you used to resolve them. This will show that you're not just a leader but also technically savvy.
✨Showcase Your Leadership Skills
Prepare examples of how you've coached and developed team members before. Think about specific instances where your feedback led to improvements in performance or morale. This will demonstrate your ability to lead and inspire a team effectively.
✨Understand the Company Culture
Research the company’s values and culture. Be prepared to discuss how your personal values align with theirs. This can help you connect with the interviewers and show that you’re a good fit for their team.
✨Ask Insightful Questions
Prepare thoughtful questions about the role and the company. Inquire about their current challenges, team dynamics, or future projects. This shows your genuine interest in the position and helps you assess if it’s the right fit for you.
