Service Desk Team Leader - Berkshire - £32,000 - £38,000

About the Role We''re looking for a hands-on and proactive Service Desk Team Leader to support the day-to-day running of our Service Desk. Working for a super fast-paced MSP with HUGE growth plans! This is a great opportunity for an experienced Service Desk Engineer or Senior Engineer who is ready to take their first step into leadership. You''ll still be close to the technical work, while also helping guide, support and coach the wider team. The focus of the role is improving ticket quality, encouraging ownership and ensuring engineers are working in a structured and customer-focused way. You will not be expected to take ownership of all difficult or aged tickets yourself - instead, you''ll help the team manage their own workloads more effectively and develop better habits. You''ll also act as an escalation point, support incident management and work closely with Engineering and Service Management to improve overall service delivery. Key Responsibilities Support Day-to-Day Service Desk Operations Help ensure the Service Desk runs smoothly on a daily basis. Monitor ticket queues and support prioritisation and progression. Promote consistent and professional customer communication. Encourage strong ownership and accountability across the team. Improve Ticket Quality and Hygiene Review ticket queues to ensure updates, notes and actions are accurate. Support engineers in maintaining good ticket discipline. Help reduce ticket stagnation and improve overall queue health. ..... full job details .....