CrawlJobs Logo

Service Desk Team Lead

nextech-group.co.uk Logo

NEXTECH GROUP

Location Icon

Location:
United Kingdom , Horsham

Category Icon
Category:
IT - Administration

Job Type Icon

Contract Type:
Not provided

Salary Icon

Salary:

35000.00 - 40000.00 GBP / Year
Save Job
Save Icon
Apply Position

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

Additional Information:

Job Posted:
May 05, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
Icon
NEXTECH GROUP - All Job Offers
Job Link Share:
Copy Link Icon
Facebook Icon Twitter Icon LinkedIn Icon
PREMIUM
More languages and countries
Unlock more languages and countries
Languages
English Čeština Deutsch Ελληνικά Español Français +15
Countries
United States United Kingdom India Canada Australia +
See plans
Plans from $2.99 / month

Looking for more opportunities? Search for other job offers that match your skills and interests.

Briefcase Icon

Similar Jobs for Service Desk Team Lead

Help Desk Support - Team Lead

inspHire (part of KCS Group) is a leading provider of hire and rental software t...
Location
Location
United Kingdom , Nottingham
Salary
Salary:
Not provided
insphire.com Logo
InspHire
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Customer service focused
  • Confident leader, with the natural ability to motivate and lead a team
  • Decision-maker under pressure
  • Understands priority and urgency of customers business requirements
  • Business/commercial awareness
  • IT Service awareness (knowledge of working on operating systems and architecture of servers)
  • Strong communicator
  • Forward-thinking/proactive nature
  • Multi-tasker
Job Responsibility
Job Responsibility
  • Motivation and leadership of your team
  • Manage the workload between the team, supporting where necessary
  • Dealing with case management, setting customer expectations and assigning daily schedules
  • Ensure team are working to inspHire agreed SLA’s
  • Be the first person and level of escalation for any issues
  • Facilitate training for the team and provide updates to Help Desk Manager on SLA’s and performance
  • Ensure that the team maintain high levels of support to the customers
  • Case management
  • Regularly review own and Analyst case list, ordering by priority and oldest first
  • Support the team to provide timely updates in accordance to inspHire SLA, as well as your own cases
What we offer
What we offer
  • Bespoke training package
  • Large bank of resources to train and promote achievement
  • Fulltime
Read More
Arrow Right

Service Desk Manager

Service Desk Manager to lead daily service desk operations, delivering efficient...
Location
Location
United States , Nashville
Salary
Salary:
Not provided
https://www.roberthalf.com Logo
Robert Half
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • College degree strongly preferred
  • Certifications in IT service management (e.g., ITIL, HDI, CompTIA) are strongly preferred
  • Extensive experience managing service desk operations in a professional services or enterprise environment
  • Strong understanding of ITSM frameworks, incident management, and service delivery best practices
  • Experience with service desk platforms and remote support tools
  • Proven ability to lead support teams, manage escalations, and deliver high-quality service in a fast-paced environment
  • Strong analytical and problem-solving skills
  • Excellent communication and interpersonal skills
Job Responsibility
Job Responsibility
  • Oversee the daily operations of the service desk
  • Establish and manage problem management
  • Develop and maintain service desk procedures, knowledge bases, and escalation protocols
  • Monitor service performance metrics
  • Collaborate with Technology leadership
  • Lead and mentor a team of service desk analysts and support specialists
  • Establish clear team roles, responsibilities, and performance standards
  • Partner with Functional Teams
  • Manage service desk tools and platforms
  • Support user onboarding and offboarding
What we offer
What we offer
  • medical
  • vision
  • dental
  • life and disability insurance
  • 401(k) plan
Read More
Arrow Right

Specialist Service Desk Engineer

The number one goal of everyone in our team is to make our clients exceptionally...
Location
Location
United Kingdom , Hebburn
Salary
Salary:
34000.00 - 44000.00 GBP / Year
itcservice.co.uk Logo
ITC Service Ltd
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • A love of (and ability to) Solve Problems & Challenges
  • Excellent communication skills, founded in being a good listener
  • Advanced diagnosis skills of technical issues related of end-user hardware & software and network devices
  • A deep desire to deliver an amazing Client Experience
  • Advanced knowledge of IT Applications, Software & Hardware
  • The ability to speak both Geek and human
  • Experience using a Ticketing system / RMM Tool and PSA software (5 years minimum)
  • Experience providing support via remote tools (5 years minimum)
  • Experience handling Technical Service Tickets (5 years minimum)
  • Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business (5 year minimum)
Job Responsibility
Job Responsibility
  • Work on and resolve escalated Service Desk Tickets and Projects
  • Delight our Clients with a Friendly, Quick and Helpful Experience
  • Provide the Client with advanced remote troubleshooting
  • Remote Hardware Maintenance and Support
  • Use our Ticketing System to manage projects and resolve Service Desk Tickets & Service Requests
  • Managing and recording all work though our Ticketing System
  • Make sure that Client Documentation is well maintained
  • Split tickets that have several issues into their own individual ticket
  • Make sure that tickets aren’t “stale” throughout the process
  • Review RMM dashboard and apply remediation actions as indicated by our Processes
  • Fulltime
Read More
Arrow Right

Enterprise Deal Operations Team Lead, Scaled Deal Support

This is a remote position requiring location in the Philippines. The role focuse...
Location
Location
Philippines , Manila
Salary
Salary:
Not provided
https://www.atlassian.com Logo
Atlassian
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • BS/BA in Business, Finance/Accounting, Economics, or a related discipline
  • Minimum 3+ years of experience in any of the following: Knowledge Management, Deal Desk, Order Management, Sales Contract Support, Deal Management, Sales Quoting Support, or Revenue Operations
  • At least one year in a people management role in an operations function
  • Ownership for resolving sales cycle issues related to quoting, document control, document assembly, signatures, and provisioning
  • Must have a working knowledge of Confluence and sales service desk tools
  • Customer service background and experience balancing many support requests simultaneously
  • Must be willing to join video chats daily to support stakeholders, peers, management, customers, and partners.
Job Responsibility
Job Responsibility
  • Build and manage a global team of Enterprise Deal Associates responsible for managing the highest margin/volume transactions for Atlassian
  • Partner with Enterprise Deal Operations team members, including Enterprise Deal Managers, Team Leads, and Managers to streamline scope and understand areas of growth and improvement for this new Enterprise Deal Scaled Team
  • Use a strong background in B2B or B2C customer service, including high-volume email help desk and phone support to provide excellent customer support
  • Expertly voice your opinion to make things better and seek feedback
  • Support customers with billing, invoicing, and licensing questions and handle customer escalations
  • Build strong relationships with Account Executives and customers, and work collaboratively to provide and revise quotes that drive customer satisfaction
  • Improve support experience for Enterprise Deal Managers and customers by using feedback to enhance internal processes and automation.
What we offer
What we offer
  • Health coverage
  • Paid volunteer days
  • Wellness resources.
  • Fulltime
Read More
Arrow Right

Service Desk Senior Engineer

Service Desk Senior Engineer-Service Support position at Sopra Steria, a major T...
Location
Location
India , Noida
Salary
Salary:
Not provided
https://www.soprasteria.com Logo
Sopra Steria
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Working knowledge of Operating Systems (Windows 10 & Windows 11)
  • MS Office
  • Outlook
  • MS Teams
  • Azure AD
  • on-prem Active Directory
  • M365
  • Defender
  • VPN
  • ServiceNow
Job Responsibility
Job Responsibility
  • Provide support on the first line of the Global Shared Service Desk & Monitoring to multiple external customers
  • Assist users with hardware, application, and software problems via phone, self-service, email, and chat within the time specified by the agreed service levels
  • Handle calls, Emails, Chats, incidents, and Requests on the ticketing and monitoring tool
  • Log details of all incidents: alerts/events and problems utilizing standard reporting methods
  • Provide first-line fixes, utilize relevant procedures, or escalate problems
  • Use the supplied checklists and ensure that the problems highlighted are followed up on
  • Maintain procedures that are compliant with ITIL, the company's quality management system
  • Knowledge of computers, IT infrastructure, Printers, MS Office products, networks, servers, etc., and their components
  • Escalate tickets to L2 and L3 as appropriate and follow up for the resolution
  • Tracking and documenting any changes made to the KB article and creating of KB article
What we offer
What we offer
  • Commitment to fighting against all forms of discrimination
  • Inclusive and respectful work environment
  • All positions open to people with disabilities
  • Fulltime
Read More
Arrow Right
New

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

Service Desk Analyst

The Service Desk Analyst is responsible for supporting the functional and operat...
Location
Location
United States , San Antonio
Salary
Salary:
Not provided
christushealth.org Logo
CHRISTUS Health
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • High School Diploma
Job Responsibility
Job Responsibility
  • Provides first level hardware and software technical support to include password resets in a professional and timely manner, while ensuring Five-Star Customer Service to both CHRISTUS Health and external customers seeking assistance from the Service Desk through phone calls, emails, or self service tickets
  • Provides effective Five-Star Customer Service by being polite, courteous, and friendly towards all customers at all times
  • Acknowledges customers immediately in order to determine need and helps the customer resolve issues or requests
  • Participates in departmental programs that promote and deliver exceptional customer service
  • Provides customers with assistance in understanding and making appropriate use of software tools and various applications and equipment such as, but not limited to MEDITECH, Microsoft Office Suite, WYSE/PC terminals, and printers to support end user and/or customer requests
  • Answers customer questions and concerns regarding system operations and responds proactively in resolving system issues by assessing the extent of problem and escalating the issue to next level support when necessary
  • Determines higher tiered or second level support group responsible if First Call Resolution does not occur
  • Adheres to all established Service Desk policies, procedures, and guidelines for processing, escalating, notifying and closing customer calls
  • Fully documents all associated resolutions and/or actions taken in the ticketing software system, including but not limited to, description of incident, information on the customer and hardware used, troubleshooting methods performed, and actions taken to final resolution and furthermore communicates resolution/escalation to the customer
  • Manages Support Teams Service Desk dockets to ensure customer SLAs are being adhered to
  • Fulltime
Read More
Arrow Right

Assistant Director of Guest Service

Responsible for all front office functions and staff. Areas of responsibility in...
Location
Location
Italy , Roma
Salary
Salary:
Not provided
https://www.marriott.com Logo
Marriott Bonvoy
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • High school diploma or GED
  • 4 years experience in guest services, front desk, or related professional area
  • OR 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major
  • 2 years experience in guest services, front desk, or related professional area
Job Responsibility
Job Responsibility
  • Responsible for all front office functions and staff
  • Directs and works with managers and employees to execute front office operations
  • Strives to improve guest and employee satisfaction
  • Maximizes financial performance of the department
  • Leads Guest Services Team
  • Maintains Guest Services and Front Desk Goals
  • Manages Projects and Policies
  • Ensures Exceptional Customer Service
  • Manages and Conducts Human Resource Activities
  • Fulltime
Read More
Arrow Right