Service Desk Team Lead
| Job Type | Permanent Full Time |
| Location | Reading |
| Area | Berkshire, England |
| Sector | I.T |
| Salary | £35k - 40k per year + Great Opportunity! |
| Currency | gbp |
| Start Date | ASAP |
| Advertiser | remoteapi |
| Job Ref | 199675 |
| Job Views | 7 |
- Description
Service Desk Team Leader
Location: Reading, Berkshire
Working Hours: Monday to Friday
Salary: £40,000 subject to experienceThe Role
We’re working with a growing technology business in Reading that is looking for an experienced Service Desk Team Leader to join the team and take responsibility for the day-to-day leadership and performance of the service desk.
This is a people and service-focused leadership role. While a good understanding of IT service environments is important, you don't need to be a highly technical engineer. The key focus will be on leading people, managing performance, improving processes and ensuring customers receive an excellent level of service.
Experience working within an MSP / Managed Services environment would be highly desirable, particularly for someone familiar with SLAs, ticket volumes, customer expectations and a fast-paced service desk.
Key Responsibilities
- Lead and manage the Service Desk team on a day-to-day basis
- Coach, mentor and develop Service Desk Engineers
- Monitor team performance, workloads and ticket queues
- Ensure SLAs and service standards are consistently achieved
- Act as an escalation point for the Service Desk
- Manage performance, objectives and development plans
- Identify opportunities to improve service desk processes and efficiency
- Monitor KPIs and produce performance reports
- Help maintain a positive, collaborative and accountable team culture
- Work closely with senior management and other teams to improve service delivery
- Support onboarding, training and development of new team members
- Ensure customers receive a consistently high standard of service
About You
We're looking for someone who is a natural people leader with experience working within a Service Desk or IT Support environment.
You don't need to be the most technical person in the room — we're particularly interested in your leadership, communication, organisation and service management skills.
Ideally, you'll have:
- Previous experience leading or supervising a Service Desk / IT Support team
- Strong people-management and coaching skills
- Experience managing performance and KPIs
- Good understanding of IT service delivery and customer support
- Experience working with SLAs and ticketing systems
- Excellent communication and stakeholder-management skills
- A proactive approach to improving processes and team performance
- MSP / Managed Services experience is preferred but not essential
- A customer-focused and commercially aware mindset
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
