Job Description
Service Desk Team Leader - Managed Services Provider
Location: London (hybrid) Salary: £, depending on experience.
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
Experience required:
- 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
Technical exposure across the Microsoft ecosystem (M365, Azure, Windows Server) is highly desirable.
London/Hybrid based.
Paying up to £42,000, depending on experience.
Must be eligible to work in the UK.
