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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