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- Tasks: Lead a dynamic support team while tackling technical challenges and ensuring top-notch service delivery.
- 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; join a team that values continuous improvement and collaboration.
- 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
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.
Remote - Support Team Lead in Horsham employer: SER (Staffing) Ltd
Contact Detail:
SER (Staffing) Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Remote - Support Team Lead 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 Service Desk Team Leader role. You never know who might have the inside scoop on 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 examples. Think of specific situations where you’ve resolved complex issues or led a team through challenges. We want you to shine when it comes to showcasing your experience!
✨Tip Number 3
Don’t forget to follow up after interviews! A quick thank-you email can go a long way in keeping you top of mind. Plus, it shows your enthusiasm for the role and the company.
✨Tip Number 4
Apply directly through our website for the best chance at landing that job! We love seeing candidates who take the initiative and show genuine interest in joining our team. So, what are you waiting for? Get your application in!
We think you need these skills to ace Remote - Support Team Lead 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: Use your cover letter to tell us why you're the perfect fit for the Service Desk Team Leader role. Share specific examples of your past experiences that align with the responsibilities listed in the job description.
Showcase Your Communication Skills: Since this role involves handling customer escalations, it's crucial to demonstrate your excellent communication skills. Use clear and concise language in your application to show us you can handle customer concerns professionally.
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 important updates!
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 or mentored others in the past. Think about specific situations where you resolved conflicts, improved team performance, or handled escalations. This will demonstrate your ability to balance hands-on work with leadership responsibilities.
✨Practice Customer Interaction Scenarios
Since this role involves handling customer concerns, practice how you would approach difficult conversations. Think about how you would maintain professionalism and diplomacy while resolving issues. Role-playing these scenarios can help you feel more confident during the interview.
✨Be Proactive About Continuous Improvement
Come prepared with ideas on how to drive continuous improvement within a service desk environment. Think about processes you've implemented in the past or suggestions for enhancing efficiency. This shows that you're not just looking to fill a role but are genuinely interested in making a positive impact.