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- Tasks: Lead a dynamic team while tackling technical challenges and ensuring top-notch service delivery.
- Company: Join a forward-thinking MSP that values innovation and teamwork.
- Benefits: Competitive salary, clear progression pathways, and investment in your training.
- Other info: Perfect for senior engineers ready to step into impactful leadership roles.
- Why this job: Shape the future of service desk operations while developing your leadership skills.
- Qualifications: Strong technical background and experience in mentoring or managing teams.
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.
Horsham £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. This includes:
- Acting as the primary technical escalation point for complex issues
- 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
- Remaining hands-on with technical tickets where required
- Strong technical background within an MSP or similar environment
- Previous experience mentoring or managing engineers
- Excellent communication skills, particularly in high-pressure situations
- Ability to balance hands-on technical work with leadership responsibilities
- Highly organised with strong problem-solving and decision-making skills
- A proactive mindset with a focus on service improvement
- Opportunity to shape and influence service desk operations
- Clear progression and development pathways
- Supportive environment with investment in training
- Varied role combining leadership and technical work
This is an ideal opportunity for a senior engineer ready to step into leadership, or an existing team leader looking for a more impactful role within a growing MSP.
Please note: Applicants must be eligible to work in the UK indefinitely and without sponsorship.
Service Desk Team Leader in Horsham employer: YourRecruit
Contact Detail:
YourRecruit Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Team Leader in Horsham
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at MSPs. 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 engineers or improved service delivery. This will help you stand out as a candidate who can make an impact.
✨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 Leader 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 this is key for us.
Showcase Your Communication Skills: Since excellent communication is crucial in high-pressure situations, give examples in your application where you've successfully managed client escalations or mentored team members. We want to see how you handle tough conversations!
Be Proactive: Demonstrate your proactive mindset by mentioning any initiatives you've taken to improve service delivery or resolve issues before they escalate. This will show us that you're not just a problem-solver but also a forward-thinker.
Apply Through Our Website: We encourage you to apply through our website to ensure your application gets the attention it deserves. Remember to send your CV in Word format only, as specified in the job description!
How to prepare for a job interview at YourRecruit
✨Know Your Tech Inside Out
As a Service Desk Team Leader, you'll need to be the go-to person for technical escalations. Brush up on your technical knowledge and be prepared to discuss complex issues you've resolved in the past. This will show your potential employer that you can handle the hands-on technical work while leading a team.
✨Showcase Your Leadership Skills
Since this role involves mentoring and developing engineers, be ready to share examples of how you've successfully led a team before. Talk about specific situations where you’ve improved team performance or resolved conflicts, as this will demonstrate your capability in balancing leadership with technical responsibilities.
✨Prepare for Customer Scenarios
Customer satisfaction is key in this role, so think of scenarios where you've handled client escalations effectively. Be prepared to discuss how you maintained strong relationships and resolved issues under pressure, as this will highlight your communication skills and proactive mindset.
✨Demonstrate Your Organisational Skills
With responsibilities like monitoring workloads and identifying bottlenecks, it’s crucial to show that you’re highly organised. Bring examples of how you've managed multiple tasks or projects simultaneously, and be ready to explain your approach to prioritising work and driving continuous improvements.