Service Desk Lead - Mentoring, SLAs & Impact

OneAdvanced Limited; York and North Yorkshire; On-site; GBP 36,000 - 56,000; Full time

Benefits offered by this job

26 days of holiday + bank holidays

Private medical insurance

Pension with matched contributions

Life assurance 4x salary

Employee assistance programme

Volunteer day

Job summary

OneAdvanced Limited is seeking a proactive Service Desk Team Leader to oversee day-to-day MSP service desk operations. You will lead, mentor, and coach analysts while ensuring service quality and timely resolutions.

Reporting to the Service Desk Manager, you will drive performance through data-driven decision making, contribute to onboarding, and collaborate with internal teams and clients to deliver consistent support and continuous improvement.

Qualifications

• Minimum 3 years of experience in a service desk or IT support role, with at least 1 year in a leadership or mentoring capacity.
• Strong understanding of ITIL principles and service management best practices.
• Excellent communication and interpersonal skills, with the ability to explain technical issues clearly.
• Data-driven mindset with experience using service desk tools and reporting dashboards.
• Ability to manage competing priorities in a fast-paced environment.
• Experience in an MSP or multi-client environment is highly desirable.

Responsibilities

• Act as the first point of escalation for technical and customer service issues.
• Provide guidance, coaching, and support to service desk analysts to ensure consistent performance and development.
• Assist with onboarding, training, and mentoring of new team members.
• Monitor ticket queues, ensuring timely resolution and adherence to SLAs.
• Support the Service Desk Manager in tracking KPIs and generating performance reports.
• Identify and escalated recurring issues or service risks to management.
• Champion a customer-first approach, ensuring all interactions are professional, empathetic, and solution-oriented.
• Handle complex or sensitive customer queries with confidence and clarity.
• Promote continuous improvement in service quality and customer satisfaction.
• Work closely with the Service Desk Manager to implement process improvements and team initiatives.
• Communicate effectively with internal teams and external clients to ensure alignment and transparency.
• Participate in regular team meetings, knowledge sharing, and service reviews.

Job description

OneAdvanced Limited is seeking a proactive Service Desk Team Leader to oversee day-to-day MSP service desk operations. You will lead, mentor, and coach analysts while ensuring service quality and timely resolutions.

Reporting to the Service Desk Manager, you will drive performance through data-driven decision making, contribute to onboarding, and collaborate with internal teams and clients to deliver consistent support and continuous improvement.