24/7 Service Desk Team Lead — Lead, Develop, Deliver

ECS; Birmingham; On-site; GBP 36,000 - 44,000; Full time

Benefits offered by this job

4 on / 4 off shift pattern

12‑hour shifts

OTE £48k

Job summary

ECS Resource Group is seeking a Service Desk Team Leader to manage a 24/7 service desk team in Solihull. You will lead IT, Network and Voice Engineers, drive SLA performance and act as senior escalation point for complex incidents.

Ideal candidates will have MSP experience, a customer‑focused leadership style, and be eligible for SC clearance. This permanent role offers a 4 on/4 off shift pattern with 12‑hour shifts.

Qualifications

• Experience leading a 24/7 service desk or MSP team.
• Strong customer service and stakeholder management.
• Eligible for SC security clearance and vendor certifications.

Responsibilities

• Lead IT, Network and Voice engineers in a 24/7 service desk.
• Monitor queues and ensure SLA/KPI targets are met.
• Handle escalations and assist with complex incidents.
• Coach, mentor and develop team members.
• Support recruitment, onboarding and staff development.
• Drive service improvements and best practices.

Skills

MS Operating Systems

End User Computing

Firewalls & Routers

Wi‑Fi Networks

Internet Connectivity

Vendor Certifications

Education

Degree or Diploma in IT

Job description

ECS Resource Group is seeking a Service Desk Team Leader to manage a 24/7 service desk team in Solihull. You will lead IT, Network and Voice Engineers, drive SLA performance and act as senior escalation point for complex incidents.

Ideal candidates will have MSP experience, a customer‑focused leadership style, and be eligible for SC clearance. This permanent role offers a 4 on/4 off shift pattern with 12‑hour shifts.