Service Desk Lead

Searchability; Sheffield; Hybrid; GBP 27,000 - 33,000; Full time

Job summary

A technology service provider based in Sheffield is seeking a Service Desk Team Leader to manage first-line support engineers in a hybrid working environment. This hands-on leadership role offers competitive salary up to £32,500, along with opportunities for ongoing training and career progression. Responsibilities include overseeing IT support desk operations, ensuring efficient ticket handling, and delivering product training. The team fosters a collaborative culture where development is prioritized.

Benefits

Ongoing learning and development support

Flexible hours

Clear career progression

Qualifications

• Experience managing an IT support desk and team.
• Proven ability to coach first-line engineers.
• Strong knowledge of ticketing systems and SLAs.

Responsibilities

• Manage day-to-day operations of the IT support desk.
• Ensure tickets are handled efficiently and SLAs are met.
• Coach and develop first-line engineers.

Skills

Leadership

IT support management

Coaching and development

Job description

SERVICE DESK TEAM LEADER - (HYBRID - SHEFFIELD)

KEY POINTS

• Leading first‑line engineers within a growing Managed Service Provider (MSP)
• Hybrid working from Sheffield HQ (2‑3 days in office)
• Hands‑on leadership role with progression opportunities
• Competitive salary (up to £32,500) and ongoing training & development

ABOUT THE CLIENT

We're supporting an established technology business providing industry‑leading managed IT services across the UK and Europe. Following new investment and continued growth, they're looking to appoint an experienced Team Leader to oversee a talented first‑line support team.

THE BENEFITS

• Hybrid working and flexible hours
• Ongoing learning and development support
• Clear career progression within a growing business
• Collaborative, people‑first culture

THE TEAM LEADER ROLE

As Team Leader, you'll manage day‑to‑day operations of a busy IT support desk, ensuring tickets are handled efficiently and SLAs are met. You'll coach and develop first‑line engineers, oversee workload allocation, deliver product and process training, and act as an escalation point for complex issues. Working closely with the Support Management team, you'll also help shape departmental strategy, improve workflows, and ensure clients receive exce…