Service Desk Team Leader

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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