Overview
Service Desk Lead – MSP | Brighton | Up to £42K DOE
I'm partnering with a growing Managed Service Provider (MSP) in Brighton who are on the lookout for a Service Desk Lead to join their team. This is a hands-on leadership role where you'll be managing the flow of day-to-day service desk operations, acting as a technical escalation point, and mentoring junior engineers while staying technical.
Responsibilities
* Lead and manage daily operations of the service desk (1st–2nd line engineers).
* Act as the escalation point for complex 2nd Line issues.
* Ensure SLAs and KPIs are consistently met.
* Coach and develop junior engineers through knowledge sharing.
* Coordinate workload, ticket prioritisation, and client communication.
* Collaborate with senior technical staff on escalations.
* Spot opportunities to improve processes and service delivery.
* Stay hands-on with technical support and troubleshooting.
Skills & Experience
* Strong MSP or multi-client environment experience (essential).
* Solid 2nd Line support background with mentoring or team lead exposure.
* Confident working with:
o Microsoft 365 (Exchange Online, SharePoint, Teams)
o Windows Server & Active Directory
o Networking basics (DNS, DHCP, VPNs, firewalls)
o Remote desktop and RMM tools
* Knowledge of ITIL/service desk practices.
* Excellent communication and organisational skills.
What’s in It for You
* Salary up to £42,000 DOE.
* Clear progression path into Service Desk Manager role.
* Funded training & certifications.
* Supportive, collaborative environment.
* Social team with regular events.
* Central Brighton location.
Interested? This is a brilliant step-up opportunity for a 2nd Line Engineer ready to lead or an existing Service Desk Lead who wants to stay technical while growing leadership responsibility.
If that sounds like you, get in touch or send your CV today.
Set2Recruit are acting as an employment agency in relation to this vacancy. Please note, all applicants must hold a valid UK passport.
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