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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 competitive salary, 22 days holiday, and mental wellbeing support.
- Why this job: Shape the future of customer support 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
- Holidays: 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
Please click the APPLY button to send your CV and covering letter for this role.
Locations
Service Desk Team Leader - Software in Hull, North East 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 Hull, North East
✨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 researching the company and its culture. Understand their products and services, especially if they relate to software support. This will help you tailor your answers and show you're genuinely interested in the role.
✨Tip Number 3
Practice common interview questions with a friend or in front of a mirror. Focus on your leadership experience and how you've handled escalations in the past. Being confident and clear in your responses can really set you apart.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the position. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Service Desk Team Leader - Software in Hull, North East
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 this role and how your background makes you a perfect fit. Don’t forget to mention your problem-solving skills and your approach to customer service, as these are key for us.
Showcase Your Team Leadership Skills: Since we're looking for a Service Desk Team Leader, make sure to highlight any experience you have in mentoring or leading teams. Share specific examples of how you've improved team performance or customer satisfaction in previous roles.
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 us 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 Sage software and common support issues. Familiarise yourself with ticketing systems and service workflows, as these will likely come up during the interview.
✨Show Your Leadership Skills
Prepare examples of how you've successfully led or mentored a team in the past. Highlight specific situations where you improved team performance or customer satisfaction, as this role is all about guiding others.
✨Practice Problem-Solving Scenarios
Expect to face some technical scenarios or problem-solving questions. Think through how you would handle escalations or complex issues, and be ready to demonstrate your calmness under pressure.
✨Emphasise Continuous Improvement
Be prepared to discuss how you've identified opportunities for process improvements in previous roles. Share any initiatives you've led that enhanced service delivery or team efficiency, as this aligns with their focus on continuous service improvement.