Service Desk Team Leader
CV-LibraryRH12, Faygate, West SussexpermanentPosted: 29 April 2026
Apply NowWe are excited to be partnering with a forward-thinking MSP who are looking for a hands-on Service Desk Team Leader to play a key role in both technical delivery and team leadership.
This is a dual position combining senior technical support with people management responsibilities. You will act as a key escalation point while also leading, mentoring, and developing a team of engineers—ensuring service levels, customer satisfaction, and operational efficiency are consistently delivered.
📍 Horsham
💰 £35,000 – £40,000 + progression opportunities
Service Desk Team Leader - The Role:
You will be responsible for keeping the service desk running smoothly day-to-day, working closely with the Service Desk Manager and other team leaders. This includes:
* Acting as the primary technical escalation point for complex issues
* Overseeing ticket flow, ensuring SLAs and quality standards are met
* Supporting, mentoring, and developing service desk engineers
* Monitoring workloads, identifying bottlenecks, and resolving issues proactively
* Conducting reviews, managing performance, and supporting training plans
* Handling client escalations and maintaining strong customer relationships
* Driving continuous improvements across service delivery and processes
* Remaining hands-on with technical tickets where required
About you:
* Strong technical background within an MSP or similar environment
* Previous experience mentoring or managing engineers
* Excellent communication skills, particularly in high-pressure situations
* Ability to balance hands-on technical work with leadership responsibilities
* Highly organised with strong problem-solving and decision-making skills
* A proactive mindset with a focus on service improvement
Why Apply?
* Opportunity to shape and influence service desk operations
* Clear progression and development pathways
* Supportive environment with investment in training
* Varied role combining leadership and technical work
This is an ideal opportunity for a senior engineer ready to step into leadership, or an existing team leader looking for a more impactful role within a growing MSP.
Please note: Applicants must be eligible to work in the UK indefinitely and without sponsorship.
*For your information*
*Interested? Please send your CV in as a Word format only
**Please only apply if you are already eligible to work in the UK (indefinitely & without sponsorship)
**Not for you but you know someone suitable? Take advantage of the YourRecruit paid referral fee
Due to the large numbers of responses we receive, despite our best efforts it is not possible to respond to every application. Therefore, only short-listed candidates will be contacted for this particular role and if you haven’t heard from us within 7 days please assume you have been unsuccessful on this occasion. Please feel free however to apply for further roles and we will certainly keep your details on file and contact you with suitable vacancies. YourRecruit (IT) Ltd does not discriminate on the grounds of age, race, gender or disability and complies with all relevant UK legislation.
To stay safe in your job search we recommend that you visit JobsAware, a non-profit, joint industry and law enforcement organisation working to combat job scams. Visit the JobsAware website for information on common scams and to get free, expert advice for a safer job search
This is a dual position combining senior technical support with people management responsibilities. You will act as a key escalation point while also leading, mentoring, and developing a team of engineers—ensuring service levels, customer satisfaction, and operational efficiency are consistently delivered.
📍 Horsham
💰 £35,000 – £40,000 + progression opportunities
Service Desk Team Leader - The Role:
You will be responsible for keeping the service desk running smoothly day-to-day, working closely with the Service Desk Manager and other team leaders. This includes:
* Acting as the primary technical escalation point for complex issues
* Overseeing ticket flow, ensuring SLAs and quality standards are met
* Supporting, mentoring, and developing service desk engineers
* Monitoring workloads, identifying bottlenecks, and resolving issues proactively
* Conducting reviews, managing performance, and supporting training plans
* Handling client escalations and maintaining strong customer relationships
* Driving continuous improvements across service delivery and processes
* Remaining hands-on with technical tickets where required
About you:
* Strong technical background within an MSP or similar environment
* Previous experience mentoring or managing engineers
* Excellent communication skills, particularly in high-pressure situations
* Ability to balance hands-on technical work with leadership responsibilities
* Highly organised with strong problem-solving and decision-making skills
* A proactive mindset with a focus on service improvement
Why Apply?
* Opportunity to shape and influence service desk operations
* Clear progression and development pathways
* Supportive environment with investment in training
* Varied role combining leadership and technical work
This is an ideal opportunity for a senior engineer ready to step into leadership, or an existing team leader looking for a more impactful role within a growing MSP.
Please note: Applicants must be eligible to work in the UK indefinitely and without sponsorship.
*For your information*
*Interested? Please send your CV in as a Word format only
**Please only apply if you are already eligible to work in the UK (indefinitely & without sponsorship)
**Not for you but you know someone suitable? Take advantage of the YourRecruit paid referral fee
Due to the large numbers of responses we receive, despite our best efforts it is not possible to respond to every application. Therefore, only short-listed candidates will be contacted for this particular role and if you haven’t heard from us within 7 days please assume you have been unsuccessful on this occasion. Please feel free however to apply for further roles and we will certainly keep your details on file and contact you with suitable vacancies. YourRecruit (IT) Ltd does not discriminate on the grounds of age, race, gender or disability and complies with all relevant UK legislation.
To stay safe in your job search we recommend that you visit JobsAware, a non-profit, joint industry and law enforcement organisation working to combat job scams. Visit the JobsAware website for information on common scams and to get free, expert advice for a safer job search