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- Tasks: Lead a dynamic service desk team while tackling technical challenges and ensuring top-notch customer support.
- Company: Established IT services provider with a focus on growth and innovation.
- Benefits: Competitive salary, ongoing training, and opportunities for leadership development.
- Other info: Immediate start available; apply now to join a thriving team!
- Why this job: Blend your tech skills with leadership to make a real impact in a supportive environment.
- Qualifications: Experience in IT support and team leadership, with strong communication skills.
The predicted salary is between 35000 - 40000 £ per year.
A well-established IT services provider is looking to appoint a Service Desk Team Leader to join its growing support function. This is a split role, combining hands-on technical delivery with team leadership responsibilities across a busy, customer-focused service desk.
You’ll be working within one of two service desk teams, each led by a Team Leader, ensuring smooth day-to-day operations while maintaining high standards of service and technical delivery.
This position blends technical expertise with people management. You will act as both a senior escalation point and a line manager, supporting engineers while remaining actively involved in ticket resolution.
- Overseeing daily service desk operations and ticket flow
- Assigning, reviewing, and progressing support tickets in line with SLAs
- Acting as the primary technical escalation point for complex issues
- Mentoring and supporting engineers with technical challenges
- Conducting performance reviews, training plans, and regular 1:1s
- Managing timesheets, annual leave, and day-to-day team oversight
- Identifying stalled tickets or workload issues and intervening proactively
- Handling customer concerns with a professional and diplomatic approach
- Driving continuous improvement across service delivery and processes
- Collaborating with other Team Leaders to maintain efficiency across the wider function
Requirements:
- Strong technical background within an IT support / MSP environment
- Experience working in a 2nd/3rd Line or senior support role
- Previous exposure to team leadership, mentoring, or management
- Comfortable balancing hands-on technical work with leadership duties
- Excellent communication skills with the ability to handle customer escalations
- Organised, proactive, and confident making decisions under pressure
Salary up to £40,000 depending on experience. A genuine split role offering both technical and leadership development. Opportunity to influence service delivery and team performance. Ongoing training and professional development.
The client is looking to fill this opportunity immediately, so please apply ASAP or feel free to drop me an email with any questions.
Facilities Team Leader - Remote in Horsham employer: SER (Staffing) Ltd
Contact Detail:
SER (Staffing) Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Facilities Team Leader - Remote in Horsham
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT support world and let them know you're on the hunt for a Facilities Team Leader role. 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 those interviews by brushing up on your technical skills and leadership experience. Think of examples where you've successfully managed a team or resolved complex issues. We want you to shine when it comes to showcasing your expertise!
✨Tip Number 3
Don’t just apply anywhere; focus on companies that align with your values and career goals. Check out our website for the latest job openings and make sure to tailor your approach to each role. We’re here to help you find the perfect fit!
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way in leaving a positive impression. It shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Facilities Team Leader - Remote in Horsham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your technical background and any leadership roles you've had, as we want to see how you fit into our 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 experience aligns with our needs. Be genuine and let your personality come through!
Showcase Your Technical Skills: Since this role involves both technical delivery and team leadership, be sure to mention specific technologies or methodologies you’re familiar with. We love seeing candidates who can balance both aspects effectively.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any updates from us!
How to prepare for a job interview at SER (Staffing) Ltd
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge relevant to the role. Be prepared to discuss your experience with 2nd/3rd line support and any specific technologies mentioned in the job description. This will show that you’re not just a leader but also someone who can dive into the technical details when needed.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led a team in the past. Think about times when you mentored engineers or resolved conflicts. Highlight your ability to balance hands-on work with leadership responsibilities, as this is key for the role.
✨Demonstrate Your Problem-Solving Abilities
Be ready to discuss how you handle complex issues and customer escalations. Use the STAR method (Situation, Task, Action, Result) to structure your answers, showcasing your proactive approach to resolving stalled tickets and improving service delivery.
✨Ask Insightful Questions
Prepare thoughtful questions about the company’s service desk operations and team dynamics. This shows your genuine interest in the role and helps you assess if the company culture aligns with your values, especially regarding continuous improvement and team collaboration.