Role: Service Desk Team Leader
Location: Horsham (hybrid)
Salary: £35,000 - £40,000 (DOE)
Industry: IT solutions
We're partnered with a growing managed service provider looking to appoint a Service Desk Team Leader to play a key role in the day-to-day running and continuous improvement of their support function.
This position offers a balance of leadership and hands-on technical involvement, acting as a senior escalation point while driving team performance, service quality, and operational efficiency.
The Role:
* Oversee daily service desk operations, ensuring tickets are effectively assigned, progressed, and resolved
* Act as the first point of technical escalation for complex issues
* Monitor team workloads, ticket quality, and SLA performance, intervening where needed
* Support, coach, and develop engineers through regular feedback, reviews, and training plans
* Identify service trends, recurring issues, and areas for improvement
* Ensure high standards across documentation, processes, and service delivery
* Collaborate with internal teams to manage workloads and maintain service levels
* Contribute to process improvements, monitoring policies, and proactive service initiatives
* Handle client escalations and maintain strong stakeholder relationships
What We're Looking For: