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 opportunitiesService 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 issuesOverseeing ticket flow, ensuring SLAs and quality standards are metSupporting, mentoring, and developing service desk engineersMonitoring workloads, identifying bottlenecks, and resolving issues proactivelyConducting reviews, managing performance, and supporting training plansHandling client escalations and maintaining strong customer relationshipsDriving continuous improvements across service delivery and processesRemaining hands-on with technical tickets where requiredAbout you:Strong technical background within an MSP or similar environmentPrevious experience mentoring or managing engineersExcellent communication skills, particularly in high-pressure situationsAbility to balance hands-on technical work with leadership responsibilitiesHighly organised with strong problem-solving and decision-making skillsA proactive mindset with a focus on service improvementWhy Apply?Opportunity to shape and influence service desk operationsClear progression and development pathwaysSupportive environment with investment in trainingVaried role combining leadership and technical workThis is an ideal opportunity for a senior engineer ready to step into leadership, or an existing team leader looking for a more impactful role within a growing MSP.Please note: Applicants must be eligible to work in the UK indefinitely and without sponsorship. For your information Interested? Please send your CV in as a Word format only Please only apply if you are already eligible to work in the UK (indefinitely & without sponsorship) Not for you but you know someone suitable? Take advantage of the YourRecruit paid referral feeDue to the large numbers of responses we receive, despite our best efforts it is not possible to respond to every application. Therefore, only short-listed candidates will be contacted for this particular role and if you haven't heard from us within 7 days please assume you have been unsuccessful on this occasion. Please feel free however to apply for further roles and we will certainly keep your details on file and contact you with suitable vacancies. YourRecruit (IT) Ltd does not discriminate on the grounds of age, race, gender or disability and complies with all relevant UK legislation.To stay safe in your job search we recommend that you visit JobsAware, a non-profit, joint industry and law enforcement organisation working to combat job scams. Visit the JobsAware website for information on common scams and to get free, expert advice for a safer job search.