2nd line Service Desk Team Leader

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

Service Desk Team Leader -2nd line
Solihull, West Midlands
£40,000 + 20% Shift Allowance (£48,000 OTE)
Permanent | 4 on / 4 off Shift Pattern
12-hour shifts (7am-7pm & 7pm-7am)

We're looking for a Service Desk Shift Manager to lead one of our 24/7 support teams, managing a group of IT and Network Engineers while ensuring exceptional customer service and SLA performance. This is an ideal opportunity for someone with an MSP background who enjoys developing people, driving service excellence, and remaining technically involved when required.

As a Service Desk Shift Manager, you'll be responsible for the day-to-day operational management of a technical support team, ensuring service levels are achieved and customer expectations are exceeded. Alongside your leadership responsibilities, you'll act as a senior technical escalation point, supporting engineers with complex incidents and helping drive continuous improvement across the service desk.

Key Responsibilities

• Leading and managing a team of IT, Network, and Voice Engineers.
• Monitoring ticket queues and ensuring SLA and KPI targets are achieved.
• Managing escalations and supporting the resolution of complex technical issues.
• Communicating with customers and attending remote meetings when required.
• Coaching, mentoring, and developing team members through regular feedback and performance reviews.
• Supporting recruitment, onboarding, and ongoing staff development.
• Driving service improvements, processes, and best practices across the team.
• Maintaining high levels of customer satisfaction and service delivery.
• Creating a positive, collaborative, and high-performing team culture.
• Previous experience in a Service Desk Team Lead, Service Desk Manager, Shift Lead, or similar leadership role.
• Experience managing and developing technical support teams.
• Strong customer service and stakeholder management skills.
• Previous experience within a Managed Service Provider (MSP) environment.
• Strong understanding of one or more of the following:
• Microsoft Operating Systems
• End User Computing
• Firewalls, Routers, Switches & Wi-Fi
• Internet Connectivity Solutions
• Excellent written and verbal communication skills.
• Must be eligible for SC Security Clearance.
• Microsoft, Cisco, Fortinet, or other relevant vendor certifications.
• Degree or Diploma in an IT-related discipline.
• Previous experience managing technical teams within a 24/7 support environment.

About You

You'll be a customer-focused leader with a positive, hands-on approach to management. Comfortable making decisions in a fast-paced environment, you'll be passionate about developing people, improving service delivery, and supporting customers through critical incidents. You'll lead by example and thrive in a role where no two days are the same.

ECS Resource Group are an Equal Opportunity Employer.