Location
Horsham
Salary
£35,000 - £40,000 + progression opportunities
Service Desk Team Leader – The Role
- Act as the primary technical escalation point for complex issues.
- Oversee ticket flow, ensuring SLAs and quality standards are met.
- Support, mentor, and develop service desk engineers.
- Monitor workloads, identify bottlenecks, and resolve issues proactively.
- Conduct reviews, manage performance, and support training plans.
- Handle client escalations and maintain strong customer relationships.
- Drive continuous improvements across service delivery and processes.
- Remain hands‑on with technical tickets where required.
About you
- 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.
- Eligible to work in the UK indefinitely without sponsorship.
Why Apply
- 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.
YourRecruit (IT) Ltd does not discriminate on the grounds of age, race, gender or disability and complies with all relevant UK legislation.
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