At a Glance
- Tasks: Lead a dynamic service desk team and ensure top-notch technical support.
- Company: Fast-growing Managed Service Provider with a focus on innovation.
- Benefits: Competitive salary, career growth, and a supportive team environment.
- Other info: Join a vibrant team and enhance your skills in a thriving MSP.
- Why this job: Step into a leadership role and make a real impact in tech support.
- Qualifications: Strong IT background and experience in service desk management.
The predicted salary is between 40000 - 50000 € per year.
We are working with a fast-growing Managed Service Provider seeking a Technical Service Desk Team Leader to lead and develop their service desk function. This is a hands-on leadership role suited to someone with a strong technical background who has progressed through service desk or support roles and is now ready to step into or grow within management.
The Role
As Technical Service Desk Team Leader, you will be responsible for leading the day-to-day operations of the service desk, ensuring high-quality technical support delivery to customers and driving continuous improvement across processes, performance, and customer experience. You will remain close to the technical detail while also taking ownership of team leadership, escalation management, and service performance.
Key responsibilities include:
- Leading and developing the service desk team in a fast-paced MSP environment
- Ensuring efficient handling of incidents, requests, and escalations
- Acting as an escalation point for complex technical issues
- Monitoring SLA performance and driving service improvement
- Coaching and mentoring engineers and team leaders
- Supporting process improvement and service maturity initiatives
- Working closely with wider technical teams including infrastructure, cloud, and projects
- Contributing to reporting, KPI tracking, and operational reviews
About You
We are open to candidates who have grown through the service desk function and are ready for or already operating in a management role. You will likely have:
- Strong technical understanding across IT infrastructure including Windows, networking, and Microsoft 365
- Experience managing or supporting SLAs and service performance metrics
- A hands-on leadership approach
- Strong communication and stakeholder management skills
- A passion for developing people and improving service delivery
Desirable Experience
- Previous MSP environment experience
- ITIL Foundation or similar service management framework knowledge
- Experience with PSA or RMM tools
- Exposure to cloud environments such as Azure, Microsoft 365, or AWS
This is a fantastic opportunity to work within a growing service desk team for a well established MSP business.
Service Desk Team Leader employer: vertex-it-solutions
Join a dynamic and rapidly expanding Managed Service Provider that values innovation and employee development. As a Technical Service Desk Team Leader, you will thrive in a collaborative work culture that prioritises continuous improvement and offers ample opportunities for professional growth. With a focus on technical excellence and customer satisfaction, this role provides a unique chance to lead a talented team while working in a supportive environment that encourages your passion for technology and leadership.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Team Leader
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about letting people know you’re on the hunt for a Service Desk Team Leader role. You never know who might have the inside scoop on an opportunity!
✨Tip Number 2
Prepare for interviews by brushing up on your technical knowledge and leadership skills. Be ready to discuss how you've handled complex issues in the past and how you can drive service improvement. We want to see your passion for developing teams and enhancing customer experience!
✨Tip Number 3
Showcase your hands-on leadership style during interviews. Share examples of how you've coached and mentored team members, and how you’ve managed escalations effectively. This is your chance to shine and demonstrate that you’re the right fit for leading a fast-paced service desk!
✨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 and engaged with our platform. Let’s get you that Service Desk Team Leader position!
We think you need these skills to ace Service Desk Team Leader
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Technical Service Desk Team Leader role. Highlight your technical background and any leadership experience you've had in service desk or support roles.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're the perfect fit for this hands-on leadership role. Share specific examples of how you've led teams, improved processes, or handled complex technical issues in the past.
Showcase Your Technical Skills:Don’t forget to mention your strong technical understanding across IT infrastructure, including Windows, networking, and Microsoft 365. We want to see how your expertise can contribute to our service desk function.
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 don’t miss out on any important updates during the process.
How to prepare for a job interview at vertex-it-solutions
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around IT infrastructure, Windows, networking, and Microsoft 365. Be ready to discuss specific scenarios where you've tackled complex technical issues, as this will show your hands-on experience and understanding.
✨Showcase Your Leadership Skills
Prepare examples of how you've led teams or projects in the past. Highlight your coaching and mentoring experiences, and be ready to discuss how you’ve improved service delivery or team performance. This will demonstrate that you're not just technically savvy but also a capable leader.
✨Understand SLAs and Metrics
Familiarise yourself with Service Level Agreements (SLAs) and how they impact service performance. Be prepared to talk about your experience managing SLAs and any metrics you've tracked. This shows that you understand the importance of service quality and can drive improvements.
✨Engage with the Interviewers
Don’t hesitate to ask questions during the interview. Inquire about their current challenges, team dynamics, or future goals. This not only shows your interest in the role but also helps you gauge if the company is the right fit for you.
