We are excited to be partnering with a forward-thinking MSP who are looking for a hands-on Service Desk Team Leader to play a key role in both technical delivery and team leadership. This is a dual position combining senior technical support with people management responsibilities. You will act as a key escalation point while also leading, mentoring, and developing a team of engineers—ensuring service levels, customer satisfaction, and operational efficiency are consistently delivered. 📍 Horsham 💰 £35,000 – £40,000 + progression opportunities Service Desk Team Leader - The Role: You will be responsible for keeping the service desk running smoothly day-to-day, working closely with the Service Desk Manager and other team leaders. This includes: * Acting as the primary technical escalation point for complex issues * Overseeing ticket flow, ensuring SLAs and quality standards are met * Supporting, mentoring, and developing service desk engineers * Monitoring workloads, identifying bottlenecks, and resolving issues proactively * Conducting reviews, managing performance, and supporting training plans * Handling client escalations and maintaining strong customer relationships * Driving continuous improvements across service delivery and processes * Remaining hands-on with technical tickets where required About you: * Strong technical background within an MSP ...