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 development, and a supportive work environment.
- Other info: Join a thriving team with excellent growth opportunities.
- 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.
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 in Solihull 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 a commitment to high-quality service delivery, this role provides a unique chance to lead a passionate team in a supportive environment, making a meaningful impact on customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Team Leader in Solihull
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work in Managed Service Providers. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by brushing up on your technical skills and leadership experience. Be ready to share specific examples of how you've handled complex issues or improved service delivery in past roles.
✨Tip Number 3
Showcase your passion for developing people! During interviews, highlight your coaching and mentoring experiences. Employers love to see candidates who are committed to team growth and service improvement.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always looking for talented individuals who can lead and innovate in our service desk team.
We think you need these skills to ace Service Desk Team Leader in Solihull
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, especially with Windows, networking, and Microsoft 365. We want to see how your skills 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 problem-solving skills.
✨Showcase Your Leadership Style
Prepare to talk about your leadership approach and how you've developed teams in the past. Think of examples where you've coached or mentored team members, and be ready to explain how you handle escalations and ensure high-quality support delivery.
✨Understand SLAs and Performance Metrics
Familiarise yourself with Service Level Agreements (SLAs) and how they impact service performance. Be prepared to discuss how you've managed or supported SLAs in previous roles, and think about ways you've driven service improvements based on performance metrics.
✨Communicate Effectively
Strong communication is key for this role, so practice articulating your thoughts clearly. Be ready to discuss how you've managed stakeholders and collaborated with wider technical teams. Good communication can set you apart, so don’t underestimate its importance!
