Service Desk Team Leader

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

Benefits offered by this job

Private Healthcare

Cash Plan

Pension

Life Insurance

Maternity/Paternity

Dreamball draw

Training & development

Company-wide events

Outstanding performer awards

Volunteering days

Refer a friend £1,000

25 days annual leave

Daily breakfasts

Job summary

Opus, the UK's largest independent MSP, is seeking a Service Desk Team Lead to support the IT Service Desk Manager in day-to-day activity, maintain service standards and deliver consistent, timely support. You will oversee ticket queues, phone activity, time logging, SLA performance and service trends, and collaborate with the wider Technical Services and Projects teams.

Salary £33-£35k with hybrid working for a good work/life balance.

Qualifications

• Experience in an MSP environment as a Service Desk Lead or similar.
• Exposure to Microsoft technologies.
• Familiarity with connectivity technologies.
• Strong customer service mindset and ITIL awareness.
• Ability to interpret data in tickets, SLA metrics and identify trends.
• Excellent communication and stakeholder management.
• Aligned with Opus core values.

Responsibilities

• Oversee day-to-day service desk activity and maintain service standards.
• Manage ticket queues, phone activity, and time logging.
• Monitor SLA performance and service trends, reporting for improvements.
• Collaborate with Technical Services and Projects teams.

Skills

MSP experience

Microsoft technologies

Connectivity technologies

CRM systems

ITIL

Data interpretation

Communication

Tools

CRM 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

You will have the following experience/skills:

• 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.