Job Title: Service Desk Team Leader – Software Department
Location: Hull, UK (Office based)
Salary: £28,000 – £34,000 per annum
Job type: Full-time, Permanent
Reality Solutions is a leading regional IT Solutions Provider and Sage Accredited Business Partner based in Hull. We are a forward-thinking software and technology provider supporting a diverse customer base with high quality solutions and exceptional service. Our Service Desk plays a critical role in ensuring customers receive timely, accurate, and friendly technical support every day.
About the role
We're looking for a proactive and hands‑on Service Desk Team Leader to guide our Software Support Engineers (predominantly supporting Sage software and integrated 3rd Party Solutions), drive service excellence, and ensure smooth day‑to‑day operation of our 1st & 2nd line support function. You'll lead by example, coach your team, manage workloads, and work closely with the wider business to uphold outstanding customer experience.
Key Responsibilities
* Lead and mentor the Service Desk team to deliver a high quality support service
* Oversee ticket allocation, prioritisation, 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
About you
Required Skills & Experience
* 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
What we offer
* 22 days annual leave plus continuous service reward
* Enhanced Pension Scheme
* Access to Mental Wellbeing Tools & Support
* A supportive leadership team and collaborative working culture
* The chance to shape and grow a vital function within the business
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