Service Desk Team Lead

25 Days Holiday | 40 Hours Per Week | 8am-6pm Service Desk (OOH On-Call) -Are you currently a Senior Engineer who naturally leads from the front? Do you enjoy managing ticket flow, motivating engineers, and keeping customers happy not just fixing technical issues yourself? Are you ready to step into a genuine Team Lead role within a growing MSP environment? We are recruiting for a Service Desk Team Lead to join a well-established Managed Service Provider based in Herne Bay. This position is ideal for someone who enjoys leading a service desk team and wants to focus on operational excellence being responsible for the day-to-day management and performance of an 11-engineer service desk team. The business supports clients across:

• Microsoft environments
• Google Workspace
• End-user support
• Cyber security
• Connectivity & networks The service desk uses Autotask PSA, and tickets are typical MSP-style incidents across the full service stack. The Role Reporting to the Service Director, you will be responsible for overseeing service desk operations, ensuring SLA and KPI performance, and leading the team to deliver consistently high customer satisfaction Service Desk Team Lead . You will manage:

• 11 engineers (L1, L2 and Senior Engineers)

• Ticket allocation and workflow management

• SLA performance and KPI delivery

• Customer escalations and complaints

• Team scheduling, holidays and out-of-hours rota

• Continuous service improvement This role is about ownership. You will be accountable for CSAT scores, first-time fix rates, response times, utilisation and overall service performance., + Oversee daily service desk operations

• Assign and balance tickets effectively across skillsets

• Ensure SLAs and KPIs are consistently met or exceeded

• Act as escalation point for customer issues and complaints

• Proactively follow up on negative CSAT feedback

• Manage engineer scheduling and availability

• Present reporting and performance insights to stakeholders

• Drive continuous improvement of SOPs and processes

• Ensure documentation is accurate and up to date

• Provide strong, visible leadership to the team, Mia Tomlin Recruitment Consultant at Constant Recruitment Ltd 1 to 3 years experience Constant Recruitment connects talented IT professionals with leading organisations in the UK. Our personalised recruitment experience delivers tailored solutions for each client and candidate to succeed in a competitive market. We value honesty, integrity, and hard work, connecting the right talent with the right opportunity. We fight against a world where talent is scarce and opportunities are limited, and we believe everyone deserves access to great talent. Our unique pricing plan levels the playing field for small and medium-sized businesses, reducing recruitment costs, managing cash flow, and ensuring successful matches that keep candidates in a position long term. We make recruitment more accessible and equitable for all businesses, creating a diverse and inclusive IT industry.

• Previous experience within an MSP environment
• Experience leading or supervising engineers
• Strong understanding of ticket lifecycle management
• Comfortable working within SLA/KPI-driven environments
• Excellent communication skills
• Confident managing customer expectations Desirable but not essential:

• ITIL accreditation
• Microsoft certifications Most importantly, you must genuinely care about service quality and customer experience.