Service Desk Team Leader

Overview

In this role you lead a IT support team in a managed services environment, ensuring timely responses, coaching engineers, and delivering high-quality service to customers. You will build strong relationships with teammates, customers, and internal stakeholders while monitoring performance and driving improvements. You’ll manage queues, escalations, and processes to sustain service excellence. This position offers hybrid work and the chance to shape service delivery within a Microsoft-partner tech company.

Pay / Benefits

• hybrid working
• salary 40,000–50,000 per year
• benefits package (list available)

Responsibilities

• Lead a team of IT support engineers and ensure SLA-aligned responses
• Mentor and develop engineers and conduct performance reviews
• Manage and improve ticket queues, backlog, and workload balance
• Monitor service desk metrics (SLA, CSAT, backlog, aging, call handling)
• Identify service delivery risks and run structured improvement plans
• Promote accountability, collaboration, and continuous improvement
• Coordinate with other teams to ensure seamless service delivery and outcomes

Key requirements

• Proven experience in a Team Leader or Service Delivery Manager role at an IT Managed Service Provider
• Experience managing teams of Technical Engineers
• Track record of developing and implementing individual performance plans
• Experience with hiring and interviewing potential employees
• Experience in a wider service delivery function
• Understanding of incident, problem, and change management at ITIL foundation level
• Strong interpersonal skills for mentoring and support

• Interpersonal skills
• Mentoring and coaching
• Collaboration and teamwork
• ITIL foundation level understanding
• Incident management
• Problem management

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