Service Desk Team Lead

Role: Service Desk Team LeaderLocation: Horsham (hybrid)Salary: £35,000 - £40,000 (DOE)Industry: IT solutionsWe''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 relationshipsWhat We''re Looking For: Experience in a Service Desk Team Leader, Senior Engineer, or similar role within an MSP environment Strong leadership skills with the ability to motivate, mentor, and develop a team Excellent organisational skills and ..... full job details .....