Job Role: Service Desk Team Leader Location: Horsham Salary: £35,000 - £40,000 (depending on experience)
A well‑established IT services provider is looking to appoint a Service Desk Team Leader to join its growing support function. This is a split role, combining hands‑on technical delivery with team leadership responsibilities across a busy, customer‑focused service desk.
You'll be working within one of two service desk teams, each led by a Team Leader, ensuring smooth day‑to‑day operations while maintaining high standards of service and technical delivery.
The Role
This position blends technical expertise with people management. You will act as both a senior escalation point and a line manager, supporting engineers while remaining actively involved in ticket resolution.
Key Responsibilities
* Oversee daily service desk operations and ticket flow.
* Assign, review, and progress support tickets in line with SLAs.
* Act as the primary technical escalation point for complex issues.
* Mentor and support engineers with technical challenges.
* Conduct performance reviews, training plans, and regular 1:1s.
* Manage timesheets, annual leave, and day‑to‑day team oversight.
* Identify stalled tickets or workload issues and intervene proactively.
* Handle customer concerns with a professional and diplomatic approach.
* Drive continuous improvement across service delivery and processes.
* Collaborate with other Team Leaders to maintain efficiency across the wider function.
About You
* Strong technical background within an IT support / MSP environment.
* Experience working in a 2nd/3rd Line or senior support role.
* Previous exposure to team leadership, mentoring, or management.
* Comfortable balancing hands‑on technical work with leadership duties.
* Excellent communication skills with the ability to handle customer escalations.
* Organised, proactive, and confident in making decisions under pressure.
What's on Offer
* Salary up to £40,000 depending on experience.
* A genuine split role offering both technical and leadership development.
* Opportunity to influence service delivery and team performance.
* Ongoing training and professional development.
If you are a strong technical engineer ready to step into (or further develop within) a leadership role, this position offers the opportunity to make a tangible impact while continuing to build your technical expertise.
#J-18808-Ljbffr