Service Desk Lead

We're looking for an experienced and confident Service Desk Lead to join our growing team at Veterinary IT Services, a specialist Managed Service Provider focused exclusively on supporting the UK veterinary industry.

This role is responsible for the day-to-day operational performance of the Service Desk, ensuring tickets are prioritised effectively, SLAs are met, and service quality remains consistently high. You'll lead and support the Service Desk engineers while also acting as a central coordination point between our clients and service delivery teams.

This is a hands-on leadership role that blends technical oversight, team leadership, client communication, and service coordination, working closely with Service Delivery, Technical Alignment, Centralised Services, and Professional Services.

Key ResponsibilitiesService Desk Leadership

• Lead, mentor, and support Service Desk Engineers to drive high performance and professional development
• Oversee daily ticket queues, ensuring effective prioritisation and workload distribution
• Monitor SLA compliance, ticket backlogs, and escalations
• Run daily Service Desk stand-ups to review priorities, capacity, and blockers
• Act as an escalation point, providing hands-on technical support where appropriate
• Conduct regular quality checks on ticket documentation, resolutions, and communication

Client Service Coordination

• Coordinate and prioritise client requests and service escalations, ensuring urgent issues are handled swiftly
• Act as the key liaison between clients and service delivery teams, always representing the customer's perspective
• Provide clear, proactive updates to clients on ticket progress and service activity
• Monitor resource capacity and communicate requirements to management
• Maintain schedules for technical consultants, balancing client urgency with productivity
• Coordinate onboarding, contract changes, and project implementations with clear expectation setting
• Deliver a consistent, professional, and considerate client experience that builds long-term trust

Cross-Department Collaboration

• Work closely with department leads to improve operational efficiency and service sustainability
• Ensure Service Desk involvement is aligned with wider initiatives, including Technical Alignment, Centralised Services, and Professional Services
• Identify recurring issues, service trends, and improvement opportunities, escalating insights to leadership

Performance Monitoring & Reporting

• Track progress against service KPIs, milestones, and deliverables
• Produce and contribute to service performance reporting for management
• Monitor client satisfaction metrics and support improvement initiatives where required

Other Duties

• Support strategic service delivery initiatives
• Assist with recruitment, onboarding, and training of Service Desk team members
• Carry out additional duties as required to support service excellence

Do you have a valid Driving Licence license?, Do you have experience in Windows?, * 5+ years in a service desk or support environment, ideally within an MSP

• Proven experience leading or mentoring engineers within a Service Desk or support team
• Strong experience with Microsoft 365 (Exchange Online, OneDrive, SharePoint, Teams, Intune)
• Solid understanding of Intune, device enrolment, and group policy replacement
• Comfortable with networking fundamentals (DHCP, DNS, firewalls, Wi-Fi)
• Confident supporting Windows 10/11 and common software applications
• Comfortable coordinating across teams and communicating confidently with clients
• Experience with PSA and RMM tools (e.g. Autotask, Kaseya) highly desirable
• Excellent organisational, prioritisation, and communication skills
• Calm, professional approach with a strong customer-first mindset, * IT Support: 5 years (required)

• Competitive salary (£35,000 - £45,000 depending on experience)
• Training and certifications (Microsoft, 3CX etc.)
• A clear leadership role with influence across service delivery and operations
• Your birthday off as an additional holiday
• A supportive, quality-driven team culture focused on consistency and continual improvement
• The opportunity to shape how service is delivered in a specialist MSP
• A chance to make a real impact in an industry that genuinely values reliable IT support

About Veterinary IT Services

We're a niche MSP dedicated to the veterinary sector, combining modern cloud-first technology with a deep understanding of practice life. Our mission is to remove technology stress from veterinary teams so they can focus on delivering outstanding care and our people are at the heart of making that happen.

Job Type: Full-time

Pay: £35,000.00-£45,000.00 per year

Benefits:

• Additional leave
• Casual dress
• Company events
• Company pension
• Free parking
• On-site parking
• Referral programme
• Sick pay