Job Description

Posted 2 hours ago

Service Desk Team Leader – Managed Services Provider

Location: London (hybrid)
Salary: £(phone number removed), 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