Salary: £28,000 - 34,000 per year Requirements: Previous experience in a Service Desk or Support role Strong leadership or mentoring experience Excellent communication and problem-solving skills Ability to remain calm under pressure and handle escalations professionally Understanding of software support environments, ticketing systems, and service workflows A passion for developing people and improving the customer experience Responsibilities: Lead and mentor the Service Desk team to deliver a high quality support service Oversee ticket allocation, prioritization, and SLA adherence Act as an escalation point for complex technical issues Support onboarding, training, and development of team members Monitor team performance, workload, and customer satisfaction Identify opportunities to improve processes, documentation, and efficiency Contribute to continuous service improvement initiatives Work collaboratively with the development, projects, and account management teams to maintain smooth service operations Technologies: Support Sage More: We are Reality Solutions, a leading regional IT Solutions Provider and Sage Accredited Business Partner based in Hull. We pride ourselves on being a forward-thinking software and technology provider, supporting a diverse customer base with high-quality solutions and exceptional service. Our Service Desk plays a crucial role in ensuring our customers receive timely, accurate, and friendly technical support every day. We offer 22 days of annual leave plus a continuous service reward, an enhanced pension scheme, access to mental wellbeing tools and support, and a collaborative working culture. last updated 13 week of 2026