Service Desk Team Leader

Opus Technology; Reigate; On-site; GBP 33,000 - 35,000; Full time

Benefits offered by this job

Private Healthcare and Cash Plan

Pension and life insurance

Enhanced Maternity and Paternity

Dreamball quarterly draw

Training and development pathways

Fully funded companywide events

Monthly outstanding performer awards

Volunteering days

Refer a friend scheme

25 days holiday

Complimentary daily breakfasts

Job summary

Opus Technology is seeking a Service Desk Team Leader to support the IT Service Desk Manager, overseeing day-to-day activity, SLA performance and service improvements. You will drive ticket queue management, calls handling, time logging and reporting to ensure consistent, timely support for customers.

The role requires MSP experience, strong MS technologies exposure, and a proactive approach to service delivery, with a hybrid working arrangement and clear development opportunities.

Qualifications

• Previous MSP service desk team lead experience.
• Exposure to Microsoft technologies.
• Familiarity with connectivity technologies.
• Experience in customer service and CRM relationships.
• Able to interpret data, identify trends and present findings.

Responsibilities

• Oversee day-to-day service desk activity and SLA performance.
• Report trends and support service improvement initiatives.
• Coordinate ticket queues, calls, time logging and reporting.
• Collaborate with MSP and projects teams.

Skills

Leadership

Microsoft technologies

CRM systems

Customer service

Data analysis

Tools

CRM systems

Ticketing systems

Job description

Imagine yourself in a role where your professional growth and creativity are championed every step of the way. Opus is the UK’s largest independent Managed Service Providers, recently ranked as "World class" by the Best Companies to work for awards.

Make an impact in our Technical Services team

The Service Desk Team Leader role will support the IT Service Desk Manager in overseeing day-to-day service desk activity, maintaining service standards, and helping ensure customers receive consistent, timely and effective support. This role will report into the IT Service Desk Manager and will provide operational oversight across ticket queues, phone call activity, time logging, SLA performance and service trends, ensuring information is reviewed and reported clearly to support service improvement.

Having worked within an MSP environment previously you will be used to working closely and integrating with the wider Technical Services teams plus interaction with new projects team as well.

Opus is looking for an ambitious individual, one who is keen to work with and learn new technologies, supporting many different products and services.

Salary £33-£35k

Hybrid working for a good work/life balance

The talents we are excited to see

• Previous experience within an MSP environment working in a Service Desk Team Lead role is preferable
• Exposure and familiarisation with Microsoft technologies
• Some exposure and familiarisation with connectivity technologies is preferred
• Familiarity with general Customer Service handling relationships & CRM systems Passion to develop and learn industry best practice, such as ITIL service strategy
• Able to interpret ticket, SLA, call and time logging data, identify trends, and present clear findings
• Enthusiasm for furthering career in technical support and delivery
• Ability to communicate at all levels
• Aligned with the Opus core values

Your exclusive benefits

• A comprehensive Private Healthcare and Cash Plan
• Pension and life insurance
• Enhanced Maternity and Paternity
• Entry to the £3,000 quarterly Dreamball draw
• Personalised training and development pathways
• Regular fully funded companywide events
• Monthly 'outstanding performer' accolades
• Enriching paid volunteering days
• A rewarding Refer a friend scheme (£1,000)
• The flexibility to adjust your holiday allowance (25 days pa)
• Complimentary daily breakfasts in the office

Where your values align with ours

• Work together to win together
• Be brave and think differently
• Own it and never give up
• Strive to be the best
• Stay curious and keep learning

Meet Opus

Established in 1992, we are different to the rest, priding ourselves on being a customer-driven and service-led technology provider. Our focus is delivering tailored technology with purpose and building long-term partnerships with our clients.

By joining Opus, you embark on an exhilarating journey filled with impactful projects and continuous professional development, empowering you to expand your expertise and leave a significant mark on businesses nationally.

We have a Culture Club led by award-winning colleagues from across the business, giving our people a voice and helping shape a positive, inclusive workplace culture. From gathering feedback to social initiatives like our book and film club, it’s all about bringing people together and creating a more engaging place to work.

If you're ready to be part of a dynamic team and help us reach new heights, we'd love to hear from you