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- Tasks: Lead a dynamic service desk team while resolving technical issues and mentoring engineers.
- Company: Established IT services provider with a focus on customer satisfaction.
- 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: Make a real impact in a role that blends tech skills with team leadership.
- Qualifications: Strong IT support background and previous team leadership experience required.
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.
The Role
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.
Key responsibilities include:
- 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
About You
- 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
What’s on Offer
- 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
If you’re a strong technical engineer ready to step into (or further develop within) a leadership role, this position offers the opportunity to make a tangible impact while continuing to build your technical expertise.
The client is looking to fill this opportunity immediately, so please apply ASAP or feel free to drop me an email with any questions.
Service Desk 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 Service Desk Team Lead in Horsham
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT industry, especially those who work in service desk roles. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common questions related to team leadership and technical challenges. We recommend role-playing with a friend 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 resolved complex issues. This will highlight your ability to balance hands-on work with management.
✨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 Lead in Horsham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Service Desk Team Leader role. Highlight your technical background and any leadership experience you've had, as we want to see how you can blend both aspects.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of how you've handled customer escalations or mentored team members in the past, as this will resonate with us.
Showcase Your Communication Skills: Since excellent communication is key for this position, make sure your application reflects this. Use clear and concise language, and don’t hesitate to demonstrate your ability to handle complex issues diplomatically.
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 as soon as possible. Don’t wait too long – we’re looking to fill this position ASAP!
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 before the interview. Be ready to discuss specific technologies and tools you've worked with, especially those relevant to the role. 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 Style
Prepare examples of how you've successfully led a team in the past. Think about situations where you mentored others or resolved conflicts. This will help demonstrate your ability to manage and inspire your team while maintaining high service standards.
✨Be Ready for Scenario Questions
Expect questions that put you in real-life scenarios, like handling escalated customer issues or managing ticket flow under pressure. Practise your responses to these types of questions so you can showcase your problem-solving skills and decision-making abilities.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions prepared. Ask about the team's current challenges or how success is measured in the role. This shows your genuine interest in the position and helps you gauge if it's the right fit for you.