Service Desk Team Leader

Solutions IT; Welshpool; Hybrid; GBP 45,000 - 60,000; Full time

Job summary

A dynamic IT support provider in the UK is seeking a Service Desk Team Leader to guide a talented team and enhance service delivery in an MSP environment. The ideal candidate will have over 5 years of IT support experience and a proven leadership background. Responsibilities include mentoring staff, managing resources, and focusing on continuous improvement and customer satisfaction. This role also offers flexible work options and career progression opportunities.

Benefits

Flexible work options

Career progression opportunities

Supportive, collaborative culture

Qualifications

• 5+ years of IT support experience in an MSP with at least 2 years in a leadership role.
• Proven success managing a fast-paced Service Desk or Technical Support team.
• Strong knowledge of ITIL practices, incident management, and SLA/KPI tracking.

Responsibilities

• Lead and mentor a team delivering exceptional service.
• Manage resources to meet SLA and KPI targets.
• Analyse ticket trends to identify improvements.

Skills

IT support experience

Leadership skills

Knowledge of ITIL practices

Customer satisfaction

Process optimisation

Microsoft 365 expertise

Tools

Autotask

ITGlue

DattoRMM

Intune

Job description

Lead the Future of IT Support – Join Us as Service Desk Team Leader!

Ready to take charge of a high-performing technical team and shape the way we deliver exceptional service? This is your chance to lead, innovate, and make a real impact in a fast-paced MSP environment.

Why You’ll Love This Role

Be the go-to leader for our Service Desk team across Levels 1, 2, and 3.

Drive automation, optimise processes, and champion continuous improvement.

Work with cutting‑edge tools like Autotask, ITGlue, and DattoRMM.

What’s in It for You?

• Flexible work options – balance your career and lifestyle.
• Career progression opportunities – grow with a company that invests in your future.
• Supportive, collaborative culture – work with a team that values innovation and success.

What You’ll Do

• Lead and mentor a talented Service Desk team
• Work on and resolve tickets alongside your team to ensure service excellence
• Manage resources to consistently hit SLA and KPI targets.
• Own escalation processes and enforce best practices.
• Analyse ticket trends to identify improvements and streamline operations.
• Drive onboarding and continuous training for technical staff.
• Conduct performance reviews and track team metrics.
• Champion service automation and process optimisation.
• Facilitate daily and weekly team meetings to keep everyone aligned.
• Lead initiatives to exceed client expectations.

What We’re Looking For

5+ years’ IT support experience in an MSP, with at least 2 years in a leadership role.

Proven success managing a fast-paced Service Desk or Technical Support team.

Strong knowledge of ITIL practices, incident management, and SLA/KPI tracking.

Hands‑on experience with ITSM platforms (Autotask, ITGlue, DattoRMM).

Expertise in Microsoft 365, Entra ID, and endpoint management (Intune).

Track record of driving customer satisfaction and continuous improvement.