CrawlJobs Logo
NEXTECH GROUP Logo NEXTECH GROUP · IT - Administration

Service Desk Team Lead

United Kingdom, Horsham 35000.00 - 40000.00 GBP / Year · Job Posted May 05, 2026
Apply Position
Job Link Share

Job Description

We're partnered with a growing managed service provider looking to appoint a Service Desk Team Leader to play a key role in the day-to-day running and continuous improvement of their support function. This position offers a balance of leadership and hands-on technical involvement, acting as a senior escalation point while driving team performance, service quality, and operational efficiency.

Job Responsibility

  • Oversee daily service desk operations, ensuring tickets are effectively assigned, progressed, and resolved
  • Act as the first point of technical escalation for complex issues
  • Monitor team workloads, ticket quality, and SLA performance, intervening where needed
  • Support, coach, and develop engineers through regular feedback, reviews, and training plans
  • Identify service trends, recurring issues, and areas for improvement
  • Ensure high standards across documentation, processes, and service delivery
  • Collaborate with internal teams to manage workloads and maintain service levels
  • Contribute to process improvements, monitoring policies, and proactive service initiatives
  • Handle client escalations and maintain strong stakeholder relationships

Requirements

  • Experience in a Service Desk Team Leader, Senior Engineer, or similar role within an MSP environment
  • Strong leadership skills with the ability to motivate, mentor, and develop a team
  • Excellent organisational skills and ability to manage competing priorities
  • Confident communicator, able to handle challenging situations and build client trust
  • Solid technical background across Microsoft technologies and infrastructure
  • Good understanding of service management principles, SLAs, and best practice
  • A proactive mindset with a focus on continuous improvement

What we offer

  • Great benefits and cracking progression
  • Opportunity to have a real impact on service delivery and team development
  • A collaborative environment with a strong focus on quality and improvement
  • Ongoing training and development opportunities
  • A role that combines leadership with technical involvement
NEXTECH GROUP - All Job Offers

Looking for more opportunities?

Search for other job offers that match your skills and interests.

Suggested Tags: Frontend Developer Secretary Talent Manager Salesforce Administrator Data Analyst
Similar Jobs for

Service Desk Team Lead

8 matching positions

Tier 2 - Service Desk Team Lead

Be a part of a fast-paced, growing team that provides a solid work-life balance ...
Location
Location
United States
Salary
Salary:
Not provided
techimpact.org Logo
Tech Impact
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Three to five years of Service Desk experience required
  • Supervisory experience preferred
  • Experience working with network infrastructure such as servers, firewalls, switches, etc. required
  • Advanced Azure/M365 experience strongly preferred
  • MSP experience is a plus
  • Strong organizational skills and ability to work independently
  • Excellent verbal and written communications skills
  • Strong customer service skills
  • Work well independently and within a team environment
  • Manage multiple projects simultaneously with tight deadlines
Job Responsibility
Job Responsibility
  • Handle the training of new Tier 2 Service Desk Engineers
  • Assist Tier 2 Service Desk Engineers in managing their workload
  • Ensure call and email queues are being monitored appropriately
  • Mentor, coach, motivate Tier 2 Service Desk Engineers
  • Assist in the escalation of cases from Tier 1 engineers to Tier 2 engineers
  • Serve as a technical resource for your team
  • Review metrics to help ensure we are hitting targets
  • Work with Director of Support Services to implement new Service Desk processes as they are announced
  • Take disciplinary action as needed
  • Hold regularly scheduled check-ins with Tier 2 Service Desk Engineers
  • Fulltime
Read More
Arrow Right

IT Service Desk and Deskside Team Lead

Under the general supervision of the Senior Manager End User Computing & IAM Ser...
Location
Location
United States , Auburn Hills
Salary
Salary:
Not provided
https://www.volkswagen-group.com Logo
Volkswagen AG
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 7+ years IT Operations experience
  • 7+ years IT Service Desk Leadership
  • 5+ years Desktop Support Management
  • 5+ years managing technical resources
  • Bachelor’s degree, or equivalent experience
  • Relevant Industry Certification (Desired)
  • ITIL Certification (Desired)
Job Responsibility
Job Responsibility
  • Responsible for the delivery of services of the day-to-day operation of the Service Desk
  • Manages and prioritizes the activities and personnel associated with providing technical services to clients
  • Ensures the Incident Management Process is adhered to
  • Manages the delivery of our High Priority Incident process
  • Handles escalations from Customers and Colleagues
  • Responsible for the continuous improvement of all Service Desk Processes
  • Provide weekly, monthly and yearly SLA reporting to Management
  • Ensures that all phases of desktop support are properly coordinated, monitored, tracked, and resolved
  • Ensures that security procedures are implemented and enforced
  • Oversees updates to asset records
  • Fulltime
Read More
Arrow Right

Senior Team Lead, Managed Services Client Service Desk

The Senior Team Lead, Managed Services Client Service Desk is a developing subje...
Location
Location
South Africa , Cape Town
Salary
Salary:
Not provided
nttdata.com Logo
NTT DATA
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • A good understanding of the vast range of IT operations and company service offerings
  • Displays excellent levels of client engagement and service orientation
  • Demonstrates operational team management skills and the ability to effectively manage the resources that report to them
  • Good collaboration skills and ability to interact professionally
  • Demonstrates understanding of project management principles
  • Strong documentation skills and expertise in handling escalated customer issues
  • Bachelor's degree or equivalent in information technology or related field
  • Relevant technical certifications preferred
  • ITIL v4 specialist certification and knowledge is preferred
  • ITIL Specialist (Managing Professional) certification is preferred
Job Responsibility
Job Responsibility
  • Responsible for managing a team of service desk agents
  • Ensures resource allocation, attendance, effective achievement of KPI's and planning activities
  • Contributes to the process of managing tickets or calls logged at the service desk
  • Ensures all incidents which are logged, are accurately registered and categorized
  • Ensures the allocation of an appropriate ticket prioritization code upon receipt of the ticket/call and during the logging process
  • Ensures ticket diagnosis is conducted to discover the full symptoms, determine what has gone wrong and how to correct it
  • Ensures reported faults are investigated and diagnosed
  • Be expected to take ownership and resolve or further escalate escalated incidents
  • Checks incidents are fully resolved and users and/or clients are satisfied and agree to close the related incident
  • Ensures relevant actions have been logged to enable tracking
  • Fulltime
Read More
Arrow Right

Team Lead, Managed Services Client Service Desk

The Team Lead, Managed Services Client Service Desk is an entry level subject ma...
Location
Location
South Africa , Port Elizabeth
Salary
Salary:
Not provided
nttdata.com Logo
NTT DATA
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Some understanding of the vast range of IT operations and company service offerings
  • Displays good levels of client engagement and service orientation
  • Demonstrates operational team management skills and ability to effectively manage the resources that report to them
  • Good collaboration skills and ability to interact professionally
  • Some understanding of project management principles
  • Bachelor's degree or equivalent in information technology or related field
  • ITIL v4 specialist certification and knowledge is required
  • Demonstrated relevant work experience gained in call center managed services/services delivery environment within a medium to large information technology environment
  • 2-3 years worked experience in as a Service Desk Team Lead role or similar
  • Entry level team management/leadership experience
Job Responsibility
Job Responsibility
  • Responsible for managing a team of junior service desk agents and / or administrators
  • Ensures resource allocation, attendance, effective achievement of KPI's and planning activities
  • Contributes to the process of managing tickets or calls logged at the service desk
  • Ensures all incidents which are logged, are accurately registered and categorized
  • Ensures the allocation of an appropriate ticket prioritization code upon receipt of the ticket/call and during the logging process
  • Ensures ticket diagnosis is conducted to discover the full symptoms, determine what has gone wrong and how to correct it
  • Be expected to take ownership and resolve or further escalate escalated incidents
  • Checks incidents are fully resolved, and users and/or clients are satisfied and agree to close the related incident
  • Ensures relevant actions have been logged to enable tracking
  • Monitors the performance of the team and identifies any training/ coaching intervention required
  • Fulltime
Read More
Arrow Right

Team Lead, Managed Services Client Service Desk

The Team Lead, Managed Services Client Service Desk at NTT DATA is an entry-leve...
Location
Location
United States of America
Salary
Salary:
Not provided
nttdata.com Logo
NTT DATA
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Some understanding of the vast range of IT operations and company service offerings
  • Displays good levels of client engagement and service orientation
  • Demonstrates operational team management skills and ability to effectively manage the resources that report to them
  • Good collaboration skills and ability to interact professionally
  • Some understanding of project management principles
  • Bachelor's degree or equivalent in information technology or related field
  • Relevant technical certifications preferred
  • ITIL v4 specialist certification and knowledge is required
  • Demonstrated relevant work experience gained in call center managed services/services delivery environment within a medium to large information technology environment
  • Entry level team management/leadership experience
Job Responsibility
Job Responsibility
  • Responsible for managing a team of junior service desk agents and/or administrators
  • Ensures resource allocation, attendance, effective achievement of KPI's and planning activities
  • Contributes to the process of managing tickets or calls logged at the service desk
  • Ensures all incidents which are logged, are accurately registered and categorized
  • Ensures the allocation of an appropriate ticket prioritization code upon receipt of the ticket/call and during the logging process
  • Ensures ticket diagnosis is conducted to discover the full symptoms, determine what has gone wrong and how to correct it
  • Be expected to take ownership and resolve or further escalate escalated incidents
  • Checks incidents are fully resolved, and users and/or clients are satisfied and agree to close the related incident
  • Ensures relevant actions have been logged to enable tracking
  • Monitors the performance of the team and identifies any training/coaching intervention required
  • Fulltime
Read More
Arrow Right

Team Lead, Managed Services Client Service Desk

The Team Lead for Managed Services Client Service Desk is an entry-level positio...
Location
Location
India , Karnātaka
Salary
Salary:
Not provided
nttdata.com Logo
NTT DATA
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor's degree or equivalent in information technology or related field
  • Relevant technical certifications preferred
  • ITIL v4 specialist certification and knowledge is required
  • Demonstrated relevant work experience gained in call center managed services/services delivery environment within a medium to large information technology environment
  • Entry level team management/leadership experience
  • Demonstrable experience leading a team of service desk agents preferably within a global technology organization
Job Responsibility
Job Responsibility
  • Responsible for managing a team of junior service desk agents and / or administrators
  • Ensures resource allocation, attendance, effective achievement of KPI’s and planning activities
  • Contributes to the process of managing tickets or calls logged at the service desk
  • Ensures all incidents which are logged, are accurately registered and categorized
  • Ensures the allocation of an appropriate ticket prioritization code upon receipt of the ticket/call and during the logging process
  • Ensures ticket diagnosis is conducted to discover the full symptoms, determine what has gone wrong and how to correct it
  • Be expected to take ownership and resolve or further escalate escalated incidents
  • Checks incidents are fully resolved, and users and/or clients are satisfied and agree to close the related incident
  • Ensures relevant actions have been logged to enable tracking
  • Monitors the performance of the team and identifies any training/ coaching intervention required
  • Fulltime
Read More
Arrow Right
New

It Service Desk Team Leader

The IT Service Desk Team Leader is responsible for overseeing the day-to-day ope...
Location
Location
United Kingdom , Fareham
Salary
Salary:
35000.00 - 40000.00 GBP / Year
https://www.randstad.com Logo
Randstad
Expiration Date
July 16, 2026
Flip Icon
Requirements
Requirements
  • Leadership Experience: Previous experience in a Team Lead, Senior Analyst, or Supervisory role within an IT support environment
  • Technical Knowledge: Proficient in supporting Windows/macOS environments, Microsoft 365, Active Directory, and basic networking (TCP/IP, VPNs)
  • ITIL Framework: A solid understanding of ITIL foundation principles (Incident, Request, and Problem Management)
  • Communication: Exceptional verbal and written communication skills, with the ability to explain technical concepts to non-technical users
  • Problem-Solving: A logical approach to troubleshooting and the ability to remain calm under pressure during major service outages
Job Responsibility
Job Responsibility
  • Team Supervision: Lead a team of Service Desk Analysts, managing rotas, conducting 1-to-1s, and overseeing professional development
  • Service Delivery: Act as the guardian of SLAs (Service Level Agreements), ensuring incidents and requests are categorised, prioritised, and resolved within target timeframes
  • Escalation Management: Serve as the first point of contact for technical and procedural escalations, ensuring complex issues are moved to the correct higher-tier teams
  • Quality Assurance: Conduct regular ticket audits and call monitoring to ensure a high standard of customer service and technical accuracy
  • Reporting: Generate and analyse weekly/monthly performance reports (KPIs) to identify trends, such as recurring technical faults or training gaps
  • Knowledge Management: Maintain and expand the Service Desk Knowledge Base to empower analysts and promote end-user self-service
What we offer
What we offer
  • Highly competitive pro-rata salary
  • Work for a prestigious global luxury brand
  • Collaborative and supportive work environment
  • Fulltime
Read More
Arrow Right
New

IT Service Desk Team Leader

The IT Service Desk Team Leader is responsible for overseeing the day-to-day ope...
Location
Location
United Kingdom , Fareham
Salary
Salary:
40000.00 GBP / Year
https://www.randstad.com Logo
Randstad
Expiration Date
July 10, 2026
Flip Icon
Requirements
Requirements
  • Previous experience in a Team Lead, Senior Analyst, or Supervisory role within an IT support environment
  • Proficient in supporting Windows/macOS environments, Microsoft 365, Active Directory, and basic networking (TCP/IP, VPNs)
  • A solid understanding of ITIL foundation principles (Incident, Request, and Problem Management)
  • Exceptional verbal and written communication skills, with the ability to explain technical concepts to non-technical users
  • A logical approach to troubleshooting and the ability to remain calm under pressure during major service outages
Job Responsibility
Job Responsibility
  • Team Supervision: Lead a team of Service Desk Analysts, managing rotas, conducting 1-to-1s, and overseeing professional development
  • Service Delivery: Act as the guardian of SLAs (Service Level Agreements), ensuring incidents and requests are categorised, prioritised, and resolved within target timeframes
  • Escalation Management: Serve as the first point of contact for technical and procedural escalations, ensuring complex issues are moved to the correct higher-tier teams
  • Quality Assurance: Conduct regular ticket audits and call monitoring to ensure a high standard of customer service and technical accuracy
  • Reporting: Generate and analyse weekly/monthly performance reports (KPIs) to identify trends, such as recurring technical faults or training gaps
  • Knowledge Management: Maintain and expand the Service Desk Knowledge Base to empower analysts and promote end-user self-service
  • Fulltime
!
Read More
Arrow Right