Hybrid Service Desk Team Lead — Lead & Develop IT

C4S Search Ltd; Greater London; Hybrid; GBP 45,000 - 50,000; Full time

Benefits offered by this job

Benefits package

Job summary

C4S Search Ltd is seeking a Service Desk Team Leader in Central London to drive day-to-day IT support operations and lead a team of service desk professionals. You will coordinate between customers and technical teams, ensure tickets are managed within SLAs, and push for service improvements.

The role requires strong leadership, excellent communication, and a solid background in ITSM with MSP exposure. The position offers a hybrid working pattern and a competitive benefits package.

Qualifications

• Must have proven leadership in a Service Desk environment.
• Experience managing tickets and ensuring SLA adherence.
• Familiarity with MSP delivery models and client coordination.

Responsibilities

• Manage and prioritise incoming support tickets and allocate to team.
• Coordinate between customers and technical teams with clear updates.
• Monitor service desk performance and produce KPI reports.
• Coach and develop service desk staff through regular reviews.
• Act as escalation point for technical issues with senior management support.

Skills

ITIL knowledge

Service Desk leadership

Ticket management

MSP experience

Communication skills

People management

Organisational skills

Customer service

ITSM familiarity

CS/IT degree

Education

Degree in Computer Science or IT

ITIL/SDI qualifications

Tools

Freshservice

ITSM tools

Job description

C4S Search Ltd is seeking a Service Desk Team Leader in Central London to drive day-to-day IT support operations and lead a team of service desk professionals. You will coordinate between customers and technical teams, ensure tickets are managed within SLAs, and push for service improvements.

The role requires strong leadership, excellent communication, and a solid background in ITSM with MSP exposure. The position offers a hybrid working pattern and a competitive benefits package.