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- Tasks: Lead a dynamic Service Desk team to deliver top-notch software support.
- Company: Join Reality Solutions, a leading IT provider in Hull with a collaborative culture.
- Benefits: Enjoy 22 days annual leave, enhanced pension, and mental wellbeing support.
- Why this job: Shape the future of customer service while developing your leadership skills.
- Qualifications: Experience in service desk roles and strong leadership abilities required.
- Other info: Be part of a supportive team focused on continuous improvement and growth.
The predicted salary is between 28000 - 34000 £ per year.
Department Location: Hull, UK (Office based)
Salary: £28,000 – £34,000 per annum
Job type: Full-time, Permanent
Reality Solutions is a leading regional IT Solutions Provider and Sage Accredited Business Partner based in Hull. We are a forward-thinking software and technology provider supporting a diverse customer base with high quality solutions and exceptional service. Our Service Desk plays a critical role in ensuring customers receive timely, accurate, and friendly technical support every day.
About the role
We are looking for a proactive and hands‑on Service Desk Team Leader to guide our Software Support Engineers (predominantly supporting Sage software and integrated 3rd Party Solutions), drive service excellence, and ensure smooth day‑to‑day operation of our 1st & 2nd line support function. You will lead by example, coach your team, manage workloads, and work closely with the wider business to uphold outstanding customer experience.
Key Responsibilities
- Lead and mentor the Service Desk team to deliver a high quality support service
- Oversee ticket allocation, prioritisation, and SLA adherence
- Act as an escalation point for complex technical issues
- Support onboarding, training, and development of team members
- Monitor team performance, workload, and customer satisfaction
- Identify opportunities to improve processes, documentation, and efficiency
- Contribute to continuous service improvement initiatives
- Work collaboratively with the development, projects, and account management teams to maintain smooth service operations
About you
Required Skills & Experience
- Previous experience in a Service Desk or Support role
- Strong leadership or mentoring experience
- Excellent communication and problem‑solving skills
- Ability to remain calm under pressure and handle escalations professionally
- Understanding of software support environments, ticketing systems, and service workflows
- A passion for developing people and improving the customer experience
What we offer
- 22 days annual leave plus continuous service reward
- Enhanced Pension Scheme
- Access to Mental Wellbeing Tools & Support
- A supportive leadership team and collaborative working culture
- The chance to shape and grow a vital function within the business
Service Desk Team Leader - Software in Hessle employer: Reality Solutions Ltd
Contact Detail:
Reality Solutions Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Team Leader - Software in Hessle
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend local meetups, or join online forums. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to service desk leadership. Think about how you would handle specific situations, like escalations or team performance issues, and be ready to share your insights.
✨Tip Number 3
Showcase your leadership skills during interviews! Share examples of how you've mentored team members or improved processes in previous roles. This will demonstrate your ability to lead the Service Desk team effectively.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining our team at Reality Solutions.
We think you need these skills to ace Service Desk Team Leader - Software in Hessle
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your leadership experience and any relevant software support roles you've had. We want to see how you can bring value to our Service Desk team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about leading a team and improving customer experiences. Share specific examples of how you've successfully managed teams or resolved complex issues in the past.
Showcase Your Problem-Solving Skills: In your application, don’t forget to mention your problem-solving abilities. We love candidates who can stay calm under pressure and handle escalations like a pro. Share a story that demonstrates your approach to tackling challenges!
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 shows you’re keen on joining our team at Reality Solutions!
How to prepare for a job interview at Reality Solutions Ltd
✨Know Your Stuff
Make sure you brush up on your knowledge of software support environments and ticketing systems. Familiarise yourself with Sage software and any integrated third-party solutions, as this will show that you're serious about the role and can hit the ground running.
✨Show Your Leadership Skills
Prepare examples of how you've successfully led or mentored a team in the past. Think about specific situations where you improved team performance or customer satisfaction, as this will demonstrate your capability to guide the Service Desk team effectively.
✨Practice Problem-Solving
Anticipate potential technical issues that might arise in a service desk environment and think through how you would handle them. Being able to articulate your problem-solving process during the interview will highlight your ability to remain calm under pressure.
✨Emphasise Collaboration
Be ready to discuss how you’ve worked with other teams in previous roles. Highlight your experience in collaborating with development, projects, or account management teams to ensure smooth operations, as this aligns perfectly with the job's requirements.