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
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
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
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.
*For your information*
*Interested? Please send your CV in as a Word format only
**Please only apply if you are already eligible to work in the UK (indefinitely & without sponsorship)
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Salary description
£35000.00 - £40000.00 per year