Service Desk Team Leader

OneAdvanced Limited; York and North Yorkshire; On-site; GBP 36,000 - 56,000; Full time

Benefits offered by this job

26 days of holiday + bank holidays

Private medical insurance

Pension with matched contributions

Life assurance 4x salary

Employee assistance programme

Volunteer day

Job summary

OneAdvanced Limited is seeking a proactive Service Desk Team Leader to oversee day-to-day MSP service desk operations. You will lead, mentor, and coach analysts while ensuring service quality and timely resolutions.

Reporting to the Service Desk Manager, you will drive performance through data-driven decision making, contribute to onboarding, and collaborate with internal teams and clients to deliver consistent support and continuous improvement.

Qualifications

• Minimum 3 years of experience in a service desk or IT support role, with at least 1 year in a leadership or mentoring capacity.
• Strong understanding of ITIL principles and service management best practices.
• Excellent communication and interpersonal skills, with the ability to explain technical issues clearly.
• Data-driven mindset with experience using service desk tools and reporting dashboards.
• Ability to manage competing priorities in a fast-paced environment.
• Experience in an MSP or multi-client environment is highly desirable.

Responsibilities

• Act as the first point of escalation for technical and customer service issues.
• Provide guidance, coaching, and support to service desk analysts to ensure consistent performance and development.
• Assist with onboarding, training, and mentoring of new team members.
• Monitor ticket queues, ensuring timely resolution and adherence to SLAs.
• Support the Service Desk Manager in tracking KPIs and generating performance reports.
• Identify and escalated recurring issues or service risks to management.
• Champion a customer-first approach, ensuring all interactions are professional, empathetic, and solution-oriented.
• Handle complex or sensitive customer queries with confidence and clarity.
• Promote continuous improvement in service quality and customer satisfaction.
• Work closely with the Service Desk Manager to implement process improvements and team initiatives.
• Communicate effectively with internal teams and external clients to ensure alignment and transparency.
• Participate in regular team meetings, knowledge sharing, and service reviews.

Job description

Join OneAdvanced

We are looking for a proactive and customer-focusedService Desk Team Leaderto support the day-to-day operations of our service desk team within a Managed Service Provider (MSP) environment. Reporting to the Service Desk Manager, you will be responsible for ensuring high-quality service delivery, mentoring team members, and driving performance through effective leadership and data-driven decision-making.

What You Will Do

Team Leadership & Support

• Act as the first point of escalation for technical and customer service issues.


• Provide guidance, coaching, and support to service desk analysts to ensure consistent performance and development.


• Assist with onboarding, training, and mentoring of new team members.

Operational Excellence

• Monitor ticket queues, ensuring timely resolution and adherence to SLAs.


• Support the Service Desk Manager in tracking KPIs and generating performance reports.


• Identify and escalated recurring issues or service risks to management.

Customer Experience

• Champion a customer-first approach, ensuring all interactions are professional, empathetic, and solution-oriented.


• Handle complex or sensitive customer queries with confidence and clarity.


• Promote continuous improvement in service quality and customer satisfaction.

Collaboration & Communication

• Work closely with the Service Desk Manager to implement process improvements and team initiatives.


• Communicate effectively with internal teams and external clients to ensure alignment and transparency.


• Participate in regular team meetings, knowledge sharing, and service reviews.

What You Will Have

Please note, applicants must have the legal right to work in the UK at the time of application.

• Minimum3 years of experiencein a service desk or IT support role, with at least 1 year in a leadership or mentoring capacity.


• Strong understanding of ITIL principles and service management best practices.


• Excellent communication and interpersonal skills, with the ability to explain technical issues clearly.


• Data-driven mindset with experience using service desk tools and reporting dashboards.


• Ability to manage competing priorities in a fast-paced environment.


• Experience in an MSP or multi-client environment is highly desirable.

What We Do For You

Wellbeing that means something

• 26 days’ holiday + bank holidays (and the option to buy more) plus 1 paid volunteering day every year


• Exceptional family leave, 26 weeks fully paid maternity/adoption, 4 weeks fully paid paternity, 22 weeks fully paid shared parental leave, plus 5 days paid bereavement leave


• Robust sick pay of up to 13 weeks full pay + 13 weeks half pay


• 24/7 Employee Assistance Programme for confidential support


• Private medical insurance for everyone, no medical-history exclusions

Financial benefits that have your back

• Performance-based rewards tailored to your role, from company-wide bonuses to OTE and commission structures


• Income protection: up to 75% salary for 5 years if you ever need it


• Pension with 5% matched company contributions


• Life assurance worth 4x your salary from day one


• Free financial planning session with the option to engage in more tailored financial coaching.

Grow your career with us

• SkillsHub learning platform with leadership pathways, future-manager training, and a huge online library


• Access to external training and apprenticeships

Making a Difference

• MatchIt! Fundraise for a cause close to your heart and OneAdvanced will match part of the funding


• Pennies from Heaven donate the pennies from your pay check to help make a difference without lifting a finger

Plus plenty other flexible benefits to suit your lifestyle on our RewardHub, including:

• ULEV car scheme with 1,000+ models


• Dental insurance, Health Cash Plan, Critical Illness Cover, Partner Life Cover, Health Assessment, Gym Membership

Who We Are

At OneAdvanced, we are at the forefront of delivering sector-focused technology solutions that simplify complexity, drive meaningful progress, and help build a fairer, more inclusive society.

We’re much more than a software company. We deliver SaaS workflow applications and IT services that power organisations across Education, Government, Healthcare, Legal, Manufacturing, Housing, Retail, and more.

OneAdvanced is one of the UK’s largest business software and services companies. Based in Birmingham (The Mailbox), operating across the UK, Ireland, India, and Australia.

Our secure, scalable platform, including OneAdvanced AI, our private AI service for UK organisations, powers connectivity and innovation across critical sectors. Alongside our software are our IT services, including hosting, managed services, and application modernisation.

We strive to create an inclusive workplace that drives innovation and collaboration, championing diverse perspectives and ideas. Our Environmental, Social and Governance (ESG) strategy is embedded in everything we do, guiding us to create meaningful impact for our people, our customers and the planet.

Proud to be recognised in the Financial Times’ Best Employers 2026 list for the second-year running, an independent and data led ranking based on employee feedback. Join us and become part of a team that’s powering the world of work and making a real difference.

Join us and become part of a team that’s powering the world of work and making a real difference.

Learn more at www.oneadvanced.com