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- Tasks: Lead a dynamic team while providing top-notch technical support and ensuring smooth service desk operations.
- Company: Join a forward-thinking Managed Service Provider with a focus on innovation and teamwork.
- Benefits: Competitive salary, progression opportunities, and investment in your training and development.
- Other info: Enjoy a supportive environment that values continuous improvement and customer satisfaction.
- Why this job: Shape the future of service delivery while mentoring and developing a talented team.
- Qualifications: Experience in technical support and strong leadership skills are essential.
The predicted salary is between 35000 - 40000 £ per year.
We are excited to be partnering with a forward-thinking MSP who are looking for a hands-on Service Desk Team Leader to play a key role in both technical delivery and team leadership. This is a dual position combining senior technical support with people management responsibilities. You will act as a key escalation point while also leading, mentoring, and developing a team of engineers—ensuring service levels, customer satisfaction, and operational efficiency are consistently delivered.
£35,000 – £40,000 + progression opportunities
Service Desk Team Leader - The Role:- You will be responsible for keeping the service desk running smoothly day-to-day, working closely with the Service Desk Manager and other team leaders.
- Overseeing ticket flow, ensuring SLAs and quality standards are met.
- Supporting, mentoring, and developing service desk engineers.
- Monitoring workloads, identifying bottlenecks, and resolving issues proactively.
- Conducting reviews, managing performance, and supporting training plans.
- Handling client escalations and maintaining strong customer relationships.
- Driving continuous improvements across service delivery and processes.
- A proactive mindset with a focus on service improvement.
- Opportunity to shape and influence service desk operations.
- Supportive environment with investment in training.
IT Service Desk Team Leader - Itil in Horsham employer: YourRecruit
Contact Detail:
YourRecruit Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk Team Leader - Itil in Horsham
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT industry, especially those who work in service desks. 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 support. 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 improved service delivery in past roles. This will help you stand out as a candidate who can drive continuous improvements.
✨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 IT Service Desk Team Leader - Itil in Horsham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the IT Service Desk Team Leader role. Highlight your technical support experience and any leadership roles you've had, as we want to see how you can lead 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 proactive mindset aligns with our focus on service improvement. We love seeing genuine enthusiasm!
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled challenges in previous roles. We’re looking for someone who can identify bottlenecks and resolve issues proactively, so don’t hold back on sharing your success stories!
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. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at YourRecruit
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL knowledge before the interview. Be ready to discuss how you've applied ITIL principles in previous roles, especially in service delivery and team management. This will show that you understand the framework and can lead a team effectively.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led a team in the past. Think about specific situations where you mentored engineers or resolved conflicts. Highlighting your people management skills will demonstrate that you're not just technically savvy but also capable of fostering a positive team environment.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. For instance, they might ask how you'd handle a high-priority ticket or manage workload during peak times. Practising these scenarios will help you articulate your thought process clearly and confidently.
✨Emphasise Continuous Improvement
Discuss your approach to driving continuous improvements in service delivery. Share any initiatives you've implemented in the past that enhanced efficiency or customer satisfaction. This shows that you're proactive and committed to elevating the service desk operations.