Service Desk Team Lead

Job Role: Service Desk Team LeaderLocation: HorshamSalary: £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 RoleThis 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 includeOverseeing daily service desk operations and ticket flowAssigning, reviewing, and progressing support tickets in line with SLAsActing as the primary technical escalation point for complex issuesMentoring and supporting engineers with technical challengesConducting performance reviews, training plans, and regular 1:1sManaging timesheets, annual leave, and day-to-day team oversightIdentifying stalled tickets or workload issues and intervening proactivelyHandling customer concerns with a professional and diplomatic approachDriving continuous improvement across service delivery and processesCollaborating with other Team Leaders to maintain efficiency across the wider functionAbout ..... full job details .....