Ready to take the next step into leadership?
This is a hands-on Team Leader role for someone with strong 2nd line technical experience and some leadership exposure, who’s ready to step up and lead a high-performing service desk team.
What’s in it for you?
Salary up to £45,000 | Full-time, office-based in Tamworth | Clear progression into leadership | Work with a fast-paced, growing MSP | Supportive management team | Training and development opportunities | Pension contribution | 22 days’ holiday + bank holidays (increasing with service)
Must have’s
* Strong technical background at 2nd line support level
* Exposure to leadership, mentoring or coaching (ready to step up into a TL role)
* Experience working within a Managed Services / Service Desk environment
* Excellent communication skills, both technical and non-technical
* Ability to stay calm, organised and decisive in a fast-paced environment
* Confident managing priorities, people and performance
* A proactive, customer-focused mindset
Nice to have’s
* Previous Team Leader or management experience
* Experience monitoring SLAs, KPIs and service performance
* Exposure to complaint handling or major incident management
* Experience contributing to training plans or knowledge base documentation
So what will you be doing?
* Leading and supporting the service desk team to deliver against SLAs and KPIs
* Monitoring team performance and ensuring tickets are responded to and resolved on time
* Distributing workload and ensuring adequate cover throughout the day
* Coaching, mentoring and developing team members
* Identifying skills gaps and feeding into training and development plans
* Acting as an escalation point for complex issues and complaints
* Deputising for the Service Desk Manager when required
* Maintaining and improving processes, procedures and knowledge base documentation
* Supporting continuous service improvement across the desk
* Working closely with management to align team performance with business goals
Helpful extras
* Full-time, office-based role in Tamworth
* Open to candidates stepping up into leadership
* Fast-paced, collaborative MSP environment
* High trust, low red-tape culture
* Strong focus on people development and team engagement
* Clearly defined KPIs and expectations
Interested? Send your most up-to-date CV to ELLIE at i2i recruitment today!
Our mission of ‘Making Recruitment Personal’ also means making recruitment fair. As a result, we are committed to reviewing every application with a sense of diversity and inclusion. We strive to personally connect with each applicant, but due to the number of applications we receive, this is not always possible. We will still aim to update you on your application, regardless of if it’s successful