Job Role: Service Desk Team Leader
Location: Horsham
Salary: £35,000 – £40,000 (depending on experience)

A well-established IT services provider is looking to appoint a Service Desk Team Leader to join its growing support function. This is a split role, combining hands-on technical delivery with team leadership responsibilities across a busy, customer-focused service desk.

You’ll be working within one of two service desk teams, each led by a Team Leader, ensuring smooth day-to-day operations while maintaining high standards of service and technical delivery.

The Role

This position blends technical expertise with people management. You will act as both a senior escalation point and a line manager, supporting engineers while remaining actively involved in ticket resolution.

Key responsibilities include

Overseeing daily service desk operations and ticket flow
Assigning, reviewing, and progressing support tickets in line with SLAs
Acting as the primary technical escalation point for complex issues
Mentoring and supporting engineers with technical challenges
Conducting performance reviews, training plans, and regular 1:1s
Managing timesheets, annual leave, and day-to-day team oversight
Identifying stalled tickets or workload issues and intervening proactively
Handling customer concerns with a professional and diplomatic approach
Driving continuous improvement across service delivery and processes
Collaborating with other Team Leaders to maintain efficiency across the wider function

About You

Strong technical background within an IT support / MSP environment
Experience working in a 2nd/3rd Line or senior support role
Previous exposure to team leadership, mentoring, or management
Comfortable balancing hands-on technical work with leadership duties
Excellent communication skills with the ability to handle customer escalations
Organised, proactive, and confident making decisions under pressure

What’s on Offer

Salary up to £40,000 depending on experience
A genuine split role offering both technical and leadership development
Opportunity to influence service delivery and team performance
Ongoing training and professional development

If you’re a strong technical engineer ready to step into (or further develop within) a leadership role, this position offers the opportunity to make a tangible impact while continuing to build your technical expertise.

The client is looking to fill this opportunity immediately, so please apply ASAP or feel free to drop me an email with any questions to owen @ serlimited . com.

SER-IN