Service Desk Team Leader

Service Desk Team Leader

London - Hybrid (2 days in p/w)

up to £50,000

middle is partnered exclusively with a fast-growing MSP (IT Consultancy) based in London to find a Service Desk Team Lead.

We are looking for an enthusiastic, skilled individual who is passionate about managing people and ensuring exceptional service delivery. As a Service Desk Team Leader, you will play a pivotal role in guiding and supporting your team to meet and exceed performance targets while fostering a positive and inclusive work environment. 

This position offers a unique blend of technical and leadership challenges that will allow you to grow and develop professionally.

Key Responsibilities:

• Lead and manage a team of service desk professionals, providing guidance and support to ensure high-quality service delivery.
• Develop and implement strategies to improve team performance and customer satisfaction.
• Monitor and analyse service desk metrics to identify trends and areas for improvement.
• Lead client reviews and SLA calls.
• Oversee the team's individual performances, training and one-to-ones.
• Act as a hands-on escalations point for 3rd line tickets
• Foster a collaborative and inclusive team culture that encourages innovation and continuous learning.

Skills Required:

• Previous MSP experience is essential.
• 1 year of people management skills with the ability to motivate and develop team members.
• Proven experience in a service desk environment, focusing on customer service.
• Excellent problem-solving and decision-making abilities.
• Effective communication and interpersonal skills.
• Technical experience troubleshooting - Windows 10/11, Azure/Entra ID and Networking (routers, switches, firewalls).

Salary Range: 45,000 - 50,000 GBP

We welcome applications from all backgrounds and encourage individuals who bring diverse perspectives to apply. If you are ready to take on this exciting leadership role, we would love to hear from you!

IT Manager, MSP Team Lead, Service Desk Leader, Service Desk Manager, 3rd Line Team Lead, Helpdesk Team Lead, Helpdesk Manager