Overview:
As the Service Desk Team Lead, you manage a team of Service Desk Engineers and Onsite Engineers, ensuring high-quality IT support in a fast-paced Managed Service Provider (MSP) environment. You oversee daily operations across remote and onsite functions, manage workloads, monitor SLAs and KPIs, and act as an escalation point for technical and service issues.
You provide regular coaching, 1:1s, and performance reviews to support team development. Working closely with the End User Manager, you help align goals and drive the team forward. You participate in the Duty Incident Manager rota, coordinating major incidents when needed. You also collaborate with the wider operations team to reduce escalations, improve processes, and support automation initiatives. With strong ITIL knowledge, customer service skills, and a focus on continuous improvement, you play a key role in delivering a reliable, customer-focused service.
Core Responsibilities:
* Lead, coach, and support a team of Service Desk Engineers and Onsite Engineers to ensure high-quality service delivery.
* Oversee day-to-day operations across both remote and onsite support functions.
* Manage workload distribution, team scheduling, and resource planning in a high-volume environment.
* Monitor SLAs and KPIs, ensuring performance standards are met and exceeded.
* Act as an escalation point for technical, operational, and customer service issues.
* Provide regular 1:1s, performance reviews, and professional development plans for all direct reports.
* Maintain strong working relationships with clients, including participation in service reviews and incident escalations.
* Participate in the Duty Incident Manager rota, serving as the escalation point for Major Incidents and ensuring effective incident coordination (out of hours).
* Partner with the wider Operations Department to minimize escalations and drive automation initiatives
* Any other duties reasonably required by your line manager.
What You'll Bring (Experience & Skills)
* Proven experience in people management within a technical or service desk environment.
* Strong customer service skills, with a track record of delivering excellent support in a technical setting.
* Solid understanding of ITIL Service Management principles; certification is highly desirable.
* Skilled in generating reports and dashboards from raw data to identify trends and drive service improvements.
* Confident in managing and overseeing team workloads, with a strong ability to prioritise
* You must live within commutable distance of County Durham as this role requires you to be office based at least 3 days per week
Pay Band - £competitive - depending on skills, qualifications and experience
Working Hours: 8:30am - 5:00pm Monday to Friday, 3 days office/2 days home.
Who are ITPS?
We're experts in solving complex business problems through intelligent and secure IT implementation that protects and transforms organisations, helping them to grow. We embrace innovation and drive change, bringing new ideas, new technologies and new ways of thinking as a trusted IT partner.
With 26 years of experience, we partner with companies across the public and private sector to deliver data centre, cyber security, cloud, data and analytics, network services and managed services solutions.
Our highly accredited and experienced engineering teams combined with our strategic relationships with partners such as Microsoft and Cisco, mean that our customers trust us to simplify the complexity of IT and deliver benefits that make them more agile, competitive and resilient. Our vision is a world in which technology makes lives easier, society fairer and our planet greener.
Employee Benefits:
* A clearly defined training and progression plan
* 27 days annual leave & your birthday off work
* Annual pay reviews
* Hybrid/flexible working (3 days office/2 days home)
* Enhanced sick pay benefit (4 months full pay)
* Enhanced maternity leave benefit (4 months full pay)
* Enhanced paternity leave benefit (2 weeks full pay)
* Salary Sacrifice pension scheme match funded by the company up to 7%
* Salary Sacrifice schemes - Cycle to Work, Tech & Home Scheme and Electric Car Lease Scheme
* Perkbox membership and Costco card
* Fresh fruit, snacks, soft drinks and a commercial coffee machine provided
Why not apply and join our collaborative and forward-thinking team?
Job Types: Full-time, Permanent
Pay: From £35,000.00 per year
Application question(s):
* Will you now, or in the future require visa sponsorship to work in the UK?
* Do you live within easy commuting distance of County Durham as the role is office based?
Work authorisation:
* United Kingdom (required)
Work Location: Hybrid remote in Chester-le-Street DH2 1AQ