Service Desk Team Lead

SER Limited; Reading; On-site; GBP 36,000 - 44,000; Full time

Job summary

SER Limited in Reading, Berkshire is seeking a Service Desk Team Leader to take charge of the day-to-day leadership and performance of the service desk. This role is people- and service-focused, with the emphasis on leading people, managing performance, and improving processes to ensure customers receive an excellent level of service.

Experience in MSP/Managed Services is desirable, especially with SLAs, ticket volumes and a fast-paced service desk.

Qualifications

• Experience leading a Service Desk / IT Support team.
• Strong people-management and coaching skills.
• Experience managing performance and KPIs.
• Good understanding of IT service delivery and customer support.
• Experience working with SLAs and ticketing systems.
• Excellent communication and stakeholder-management skills.
• MSP / Managed Services experience preferred but not essential.

Responsibilities

• Lead and manage the Service Desk team on a day-to-day basis.
• Coach, mentor and develop Service Desk Engineers.
• Monitor team performance, workloads and ticket queues.
• Ensure SLAs and service standards are consistently achieved.
• Act as an escalation point for the Service Desk.
• Manage performance, objectives and development plans.
• Identify opportunities to improve service desk processes and efficiency.
• Monitor KPIs and produce performance reports.
• Help maintain a positive, collaborative and accountable team culture.
• Work closely with senior management and other teams to improve service delivery.
• Support onboarding, training and development of new team members.
• Ensure customers receive a consistently high standard of service.

Skills

People leadership

Communication

Organisation

Service management

Coaching

Stakeholder management

KPI management

Tools

SLAs

Ticketing systems

Job description

Service Desk Team Leader

Location: Reading, Berkshire
Working Hours: Monday to Friday
Salary: £40,000 subject to experience

The Role

We’re working with a growing technology business in Reading that is looking for an experienced Service Desk Team Leader to join the team and take responsibility for the day-to-day leadership and performance of the service desk.

This is a people and service-focused leadership role. While a good understanding of IT service environments is important, you don't need to be a highly technical engineer. The key focus will be on leading people, managing performance, improving processes and ensuring customers receive an excellent level of service.

Experience working within an MSP / Managed Services environment would be highly desirable, particularly for someone familiar with SLAs, ticket volumes, customer expectations and a fast-paced service desk.

Key Responsibilities

• Lead and manage the Service Desk team on a day-to-day basis
• Coach, mentor and develop Service Desk Engineers
• Monitor team performance, workloads and ticket queues
• Ensure SLAs and service standards are consistently achieved
• Act as an escalation point for the Service Desk
• Manage performance, objectives and development plans
• Identify opportunities to improve service desk processes and efficiency
• Monitor KPIs and produce performance reports
• Help maintain a positive, collaborative and accountable team culture
• Work closely with senior management and other teams to improve service delivery
• Support onboarding, training and development of new team members
• Ensure customers receive a consistently high standard of service

About You

We're looking for someone who is a natural people leader with experience working within a Service Desk or IT Support environment.

You don't need to be the most technical person in the room — we’re particularly interested in your leadership, communication, organisation and service management skills.

Ideally, you’ll have:

• Previous experience leading or supervising a Service Desk / IT Support team
• Strong people-management and coaching skills
• Experience managing performance and KPIs
• Good understanding of IT service delivery and customer support
• Experience working with SLAs and ticketing systems
• Excellent communication and stakeholder-management skills
• A proactive approach to improving processes and team performance
• MSP / Managed Services experience is preferred but not essential
• A customer-focused and commercially aware mindset