Service Desk Team Lead

Job Role: Service Desk Team Leader
Location: Horsham
Salary: £35,000 - £40,000 (depending on experience)

A well-established IT services provider is looking to appoint a Service Desk Team Leader to join its growing support function. This is a split role, combining hands on technical delivery with team leadership responsibilities across a busy, customer-focused service desk.

You'll be working within one of two service desk teams, each led by a Team Leader, ensuring smooth day-to-day operations while maintaining high standards of service and technical delivery.

The Role

This position blends technical expertise with people management. You will act as both a senior escalation point and a line manager, supporting engineers while remaining actively involved in ticket resolution.

Key responsibilities include

• Overseeing daily service desk operations and ticket flow
• Assigning, reviewing, and progressing support tickets in line with SLAs
• Acting as the primary technical escalation point for complex issues
• Mentoring and supporting engineers with technical challenges
• Conducting performance reviews, training plans, and regular 1:1s
• Managing timesheets, annual leave, and day-to-day team oversight
• Identifying stalled tickets or workload issues and intervening proactively
• Handling customer concerns with a professional and diplomatic approach
• Driving continuous improvement across service delivery and processes
• Collaborating with other Team Leaders to maintain efficiency across the wider function

About You

• Strong technical background within an IT support / MSP environment
• Experience working in a 2nd/3rd Line or senior support role
• Previous exposure to team leadership, mentoring, or management
• Comfortable balancing hands on technical work with leadership duties
• Excellent communication skills with the ability to handle customer escalations
• Organised, proactive, and confident making decisions under pressure

What's on Offer

• Salary up to £40,000 depending on experience
• A genuine split role offering both technical and leadership development
• Opportunity to influence service delivery and team performance
• Ongoing training and professional development

If you're a strong technical engineer ready to step into (or further develop within) a leadership role, this position offers the opportunity to make a tangible impact while continuing to build your technical expertise.