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- Tasks: Lead and mentor a dynamic Service Desk team to deliver top-notch software support.
- Company: Join Reality Solutions, a forward-thinking IT provider in Hull.
- Benefits: Enjoy 22 days holiday, enhanced pension, 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: Collaborative culture with opportunities for personal and professional 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.
Service Desk Team Leader - Software in Hull 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
✨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. Role-play with a friend or use mock interview tools to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your leadership skills during interviews. Share specific examples of how you've mentored team members or improved processes in previous roles. This will demonstrate your fit for the Service Desk Team Leader position.
✨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 about their job search.
We think you need these skills to ace Service Desk Team Leader - Software in Hull
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 Communication Skills: Since this role involves leading a team and interacting with customers, make sure your application showcases your excellent communication skills. Use clear and concise language, and don’t shy away from sharing examples of how you've effectively communicated in past 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 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 the specific technologies and solutions that Reality Solutions uses, especially Sage software. This will show that you're not just a leader but also someone who understands the technical side of things.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led a team in the past. Think about times when you mentored someone or improved team performance. Be ready to discuss your approach to coaching and how you handle escalations, as this role is all about guiding others and ensuring service excellence.
✨Communicate Clearly
Since excellent communication is key for this role, practice articulating your thoughts clearly and concisely. During the interview, demonstrate your problem-solving skills by walking through how you would handle a complex technical issue. This will highlight your ability to remain calm under pressure.
✨Emphasise Continuous Improvement
Think about ways you've contributed to process improvements in previous roles. Be prepared to discuss any initiatives you've led or been part of that enhanced customer experience or team efficiency. This shows that you're proactive and committed to driving service excellence.