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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, career progression opportunities, and investment in training.
- Other info: Embrace a proactive mindset and drive continuous improvements in service delivery.
- Why this job: Shape the future of service delivery while mentoring a passionate team in a supportive environment.
- 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.
Service Desk Team Leader *Management *Support *ITIL *Customer Focused in Horsham employer: YourRecruit
Contact Detail:
YourRecruit Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Team Leader *Management *Support *ITIL *Customer Focused 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 support. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your customer-focused mindset during interviews. Share specific examples of how you've improved service delivery or resolved client escalations in the past—this will set you apart from other candidates.
✨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 *Management *Support *ITIL *Customer Focused 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 support experience and any leadership roles you've had, as we want to see how you can lead our team effectively.
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 Customer Focus: Since customer satisfaction is key for us, make sure to include examples of how you've maintained strong client relationships in your previous roles. This will show us that you understand the importance of keeping our customers happy.
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’s super easy to do!
How to prepare for a job interview at YourRecruit
✨Know Your Stuff
Make sure you brush up on ITIL principles and technical support best practices. Be ready to discuss specific scenarios where you've successfully resolved issues or improved service delivery. This shows you're not just a leader, but also technically savvy.
✨Showcase Your Leadership Skills
Prepare examples of how you've mentored or developed team members in the past. Highlight your approach to managing performance and conducting reviews. This will demonstrate your capability to lead and inspire a team effectively.
✨Customer Focus is Key
Be prepared to talk about how you've maintained strong customer relationships and handled escalations. Share specific instances where your proactive mindset led to improved customer satisfaction. This will show that you understand the importance of client interactions.
✨Emphasise Continuous Improvement
Think of examples where you've driven improvements in service delivery or processes. Discuss any initiatives you've implemented that have led to better operational efficiency. This will highlight your commitment to enhancing the service desk's performance.