Service Desk Team Leader

We are working with a fast-growing Managed Service Provider seeking a Technical Service Desk Team Leader to lead and develop their service desk function. This is a hands-on leadership role suited to someone with a strong technical background who has progressed through service desk or support roles and is now ready to step into or grow within management.

The Role

As Technical Service Desk Team Leader, you will be responsible for leading the day-to-day operations of the service desk, ensuring high-quality technical support delivery to customers and driving continuous improvement across processes, performance, and customer experience.

You will remain close to the technical detail while also taking ownership of team leadership, escalation management, and service performance.

Key responsibilities include

Leading and developing the service desk team in a fast-paced MSP environment

Ensuring efficient handling of incidents, requests, and escalations

Acting as an escalation point for complex technical issues

Monitoring SLA performance and driving service improvement

Coaching and mentoring engineers and team leaders

Supporting process improvement and service maturity initiatives

Working closely with wider technical teams including infrastructure, cloud, and projects

Contributing to reporting, KPI tracking, and operational reviews

About You

We are open to candidates who have grown through the service desk function and are ready for or already operating in a management role.

You will likely have

Strong technical understanding across IT infrastructure including Windows, networking, and Microsoft 365

Experience managing or supporting SLAs and service performance metrics

A hands-on leadership approach

Strong communication and stakeholder management skills

A passion for developing people and improving service delivery

Desirable Experience

Previous MSP environment experience

ITIL Foundation or similar service management framework knowledge

Experience with PSA or RMM tools

Exposure to cloud environments such as Azure, Microsoft 365, or AWS

This is a fantastic opportunity to work within a growing service desk team for a well established MSP business.