Hands-On Service Desk Team Lead | Mentoring Engineers

Identify Solutions; England; On-site; GBP 42,000 - 60,000; Full time

Job summary

Identify Solutions is seeking a hands-on Service Desk Team Leader to join our growing MSP, leading and developing a team of Service Desk Engineers while remaining close to the technology and supporting escalations when required.

Working alongside the Service Desk Manager and another Team Leader, you'll help drive service performance, mentor engineers and ensure customers receive an exceptional support experience.

Qualifications

• Previous experience leading or mentoring IT support teams.
• Background in Service Desk or IT Support environments.
• Excellent customer service & stakeholder management skills.
• Comfortable working in a fast-paced MSP environment.
• Strong organisational and problem-solving skills.
• Knowledge of ITIL principles and service management processes.

Responsibilities

• Lead, coach and develop a team of 1st and 2nd Line Engineers.
• Act as an escalation point for technical issues.
• Manage ticket queues and ensure SLA targets are met.
• Conduct 1-2-1s, performance reviews and coaching sessions.
• Allocate workloads and coordinate engineer activity.
• Drive service improvements and best practice.
• Support incident management and customer escalations.
• Remain hands-on and assist the team when needed.

Job description

Identify Solutions is seeking a hands-on Service Desk Team Leader to join our growing MSP, leading and developing a team of Service Desk Engineers while remaining close to the technology and supporting escalations when required.

Working alongside the Service Desk Manager and another Team Leader, you'll help drive service performance, mentor engineers and ensure customers receive an exceptional support experience.