Service Desk Team Lead — Hands-On, Growth & Mentoring

T2M Resourcing Ltd; Halesowen; On-site; GBP 32,000 - 39,000; Full time

Job summary

T2M Resourcing Ltd is recruiting a Service Desk Team Lead to guide the first line team, act as the senior escalation point, and support the Service Desk Manager. The role focuses on hands-on leadership, onboarding new starters, knowledge sharing and driving service improvement.

Ideal candidates have 2+ years in senior first or second line, with ITIL knowledge and experience mentoring others. The MSP background and a customer-service focus are highly valued in this fast-moving environment.

Qualifications

• 2+ years at senior first line or second line level on a service desk (MSP preferred).
• Experience leading, supervising or mentoring others, whether formally or as the go-to person.
• Good grasp of ITIL and service management, including SLAs, ticket queues, prioritisation and major incidents.

Responsibilities

• Lead the first line team as senior escalation point for complex issues.
• Onboard new starters, run knowledge sharing, and drive service improvement.
• Be the go-to person on the team, mentoring peers and shaping processes.
• Collaborate with the Service Desk Manager to enhance delivery and customer outcomes.

Skills

ITIL knowledge

Team mentoring

Senior first/second line

Customer service

MSP experience

Job description

T2M Resourcing Ltd is recruiting a Service Desk Team Lead to guide the first line team, act as the senior escalation point, and support the Service Desk Manager. The role focuses on hands-on leadership, onboarding new starters, knowledge sharing and driving service improvement.

Ideal candidates have 2+ years in senior first or second line, with ITIL knowledge and experience mentoring others. The MSP background and a customer-service focus are highly valued in this fast-moving environment.