2nd line Service Desk Team Leader

ECS Resource Group Ltd; West Midlands; On-site; GBP 40,000 - 48,000; Full time

Job summary

ECS Resource Group are seeking a Service Desk Shift Manager to lead one of our 24/7 support teams in Solihull, West Midlands. You will manage IT and Network Engineers, ensuring excellent customer service and SLA performance.

You will also mentor staff, handle escalations, and drive continuous improvement while staying technically involved when required. This is a permanent role with a 4-on/4-off shift pattern.

Qualifications

• Experience leading a service desk or MSP team.
• Strong customer service and stakeholder management.
• SC security clearance eligibility is required.

Responsibilities

• Lead a 24/7 service desk team of IT, Network, and Voice engineers.
• Monitor queues and ensure SLA/KPI targets are met.
• Handle escalations and support complex incidents.
• Communicate with customers and attend remote meetings as needed.
• Coach, mentor, and develop team members through feedback and reviews.
• Support recruitment, onboarding, and ongoing staff development.
• Drive service improvements and best practices across the team.
• Maintain high customer satisfaction and service delivery.

Skills

Leadership

MSP experience

Customer service

Stakeholder management

Communication

SC clearance

Education

IT-related degree/diploma

Tools

Microsoft 365 & Azure

Operating Systems

Firewalls & Routers

Voice Systems

Networking

Job description

2nd line Service Desk Team Leader
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.

Essential Skills

• 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 365 & Azure
  • Microsoft Operating Systems
  • End User Computing
  • Firewalls, Routers, Switches & Wi-Fi
  • Voice & Telephony Systems
  • Internet Connectivity Solutions
• Excellent written and verbal communication skills.
• Must be eligible for SC Security Clearance.

Desirable

• ITIL Foundation certification.
• 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, for more information please click the following link: (url removed) In accordance with the Equality Act 2010, if you require an alternative form of application please click the following link: Flexible Application Process - (url removed)/work/flexible-application-process