Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- 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: Opportunity for career growth in a supportive environment.
The predicted salary is between 28000 - 34000 £ per year.
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're 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'll 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 Yorkshire 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 Yorkshire
✨Tip Number 1
Get to know the company inside out! Research Reality Solutions and their services, especially around Sage software. This will help you tailor your conversations and show that you're genuinely interested in what they do.
✨Tip Number 2
Practice your leadership stories! Think of specific examples where you've led a team or resolved conflicts. We want to hear how you’ve made a difference in previous roles, so be ready to share those experiences.
✨Tip Number 3
Prepare for situational questions! Expect to discuss how you'd handle escalations or improve team performance. We recommend thinking through your approach to problem-solving and customer satisfaction beforehand.
✨Tip Number 4
Don’t forget to follow up! After your interview, drop a quick thank-you note to express your appreciation for the opportunity. It’s a nice touch that can set you apart from other candidates.
We think you need these skills to ace Service Desk Team Leader - Software in Yorkshire
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 to catch our eye!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about leading a Service Desk team and how you can contribute to our mission of delivering exceptional customer service.
Showcase Your Problem-Solving Skills: In your application, give examples of how you've handled complex technical issues or escalations in the past. We love seeing candidates who can stay calm under pressure and find effective solutions!
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 with 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 a team or mentored others in previous roles. Highlight your ability to manage workloads and improve team performance, as this is crucial for the Service Desk Team Leader position.
✨Communicate Clearly
Practice articulating your thoughts clearly and confidently. Since excellent communication is key in this role, consider doing mock interviews with a friend to refine your responses and ensure you convey your problem-solving skills effectively.
✨Be Ready for Scenarios
Expect situational questions where you'll need to demonstrate how you'd handle escalations or complex technical issues. Think through potential scenarios and prepare your approach to show that you can remain calm under pressure and provide exceptional customer service.