Service Desk Team Leader - Software

Job Title: Service Desk Team Leader - Software DepartmentLocation: Hull, UK (Officed based)Salary: 28,000- 34,000 per annumJob type: Full-time, PermanentReality Solutions is a leading regional IT Solutions Provider and Sage Accredited Business Partner based in Hull. We are a forward-thinking software and technology provider supporting a diverse customer base with high quality solutions and exceptional service. Our Service Desk plays a critical role in ensuring customers receive timely, accurate, and friendly technical support every day.About the roleWe''re looking for a proactive and hands on Service Desk Team Leader to guide our Software Support Engineers (predominantly supporting Sage software and integrated 3rd Party Solutions), drive service excellence, and ensure smooth day to day operation of our 1st and 2nd line support function. You''ll lead by example, coach your team, manage workloads, and work closely with the wider business to uphold outstanding customer experience.Key Responsibilities:Lead and mentor the Service Desk team to deliver a high quality support serviceOversee ticket allocation, prioritisation, and SLA adherenceAct as an escalation point for complex technical issuesSupport onboarding, training, and development of team membersMonitor team performance, workload, and customer satisfactionIdentify opportunities to improve processes, documentation, and efficiencyContribute to continuous service improvement initiativesWork collaboratively with the ..... full job details .....