Service Desk Team Leader

Description:

Service Desk Team Leader – Leading Managed Services Provider

Location: London (hybrid)

The Opportunity

We’re proud to be supporting a highly respected and rapidly growing Managed Services Provider as they look to appoint a Service Desk Team Leader. This is an exciting opportunity for an experienced engineer or existing team lead who enjoys a blend of people leadership and hands‑on technical work.

You’ll be leading a close‑knit team of five 1st–3rd Line Engineers, ensuring high‑quality service delivery while acting as a key escalation point for complex client issues. If you’re passionate about developing others, improving processes, and maintaining excellent customer experience, this role offers the perfect platform.

Key Responsibilities

• Lead, mentor, and support a team of 1st–3rd Line Engineers
• Conduct regular 1:1s, performance reviews, and personal development planning
• Act as the primary technical escalation point for challenging or high‑priority incidents
• Oversee day‑to‑day service desk operations, ensuring SLAs and KPIs are consistently met
• Drive continuous improvement across processes, documentation, and service delivery
• Collaborate closely with senior leadership and project teams to support wider business goals
• Maintain strong relationships with clients, ensuring clear communication and exceptional service

Skills & Experience

• Previous experience in a Service Desk Team Leader, Senior Engineer, or similar role
• Strong technical background, ideally within an MSP or multi‑customer environment
• Ability to manage, motivate, and develop technical staff
• Excellent troubleshooting skills and confidence handling escalations
• Strong communication and customer‑facing abilities
• A proactive mindset with a passion for improving service quality