Service Desk Team Leader
Location: Exeter / Hybrid (3 days a week in office)
Salary: £35,000-£45,000 (DOE)
Our client is looking for an experienced Service Desk Team Leader to lead and develop their 1st Line Service Desk team.
This is a fantastic opportunity for someone who enjoys blending hands-on technical support with leadership, coaching and process improvement - all within a friendly, collaborative and growth-focused business.
Responsibilities of the Service Desk Team Leader:
You'll be responsible for the daily operations of the 1st Line Service Desk, ensuring support tickets are logged, triaged and resolved efficiently. Working closely with Service Delivery Consultants and the Technical Improvement Lead, you'll help shape best practice, streamline processes, and deliver exceptional customer experiences.
You'll also play a key role in mentoring the team, maintaining high service standards, and ensuring client SLAs are consistently achieved.
* Leading, mentoring and supporting the 1st Line Service Desk team.
* Monitoring and managing ticket queues to ensure timely resolution and accurate escalation.
* Maintaining strong client communication and ensuring SLA adherence.
* Assisting with complex or high-priority technical issues where required.
* Analysing performance metrics and identifying process improvements.
* Working with senior engineers and the Head of Technical Department to ensure adequate resource and workload balance.
* Driving a culture of continuous improvement and knowledge sharing.
* Producing regular service delivery reports and insights.
Requirements of the Service Desk Team Leader:
* Proven experience in a Service Desk or IT support environment (MSP experience advantageous).
* Previous leadership, mentoring or senior support experience.
* Excellent communication and customer service skills.
* Ability to prioritise, make sound decisions under pressure, and deliver results.
* Strong technical understanding across:
o Microsoft 365, Azure, Windows Server, Active Directory, Intune
o Networking, DNS, DHCP, Group Policy
o Backup and recovery (Veeam, Datto)
o Virtualisation (VMware, Hyper-V)
* Familiarity with ITIL best practice and ticketing systems (Autotask, ConnectWise, etc.).
* A proactive, collaborative approach and genuine enthusiasm for developing others.
Desirable:
* ITIL Foundation or Practitioner qualification
* Microsoft 365 Certified: Administrator Expert
* Experience with ISO27001 environments
In return our client offers hybrid working (3 days a week in the office to collaborate with the team), free tech subscriptions, regular social events, charitable initiatives and rewards for service excellence. This role will suit an individual who wants to still remain technical but is also passionate about mentoring and developing others. If you feel this could be your role, please get in touch today
Other businesses may call this role: Service Desk Team Leader, Helpdesk Manager, Helpdesk Supervisor, Helpdesk Lead, IT Support Team Leader, Technical Support Lead, IT Operations Lead