Service Desk Team Leader

We’re working with a growing technology business in Reading that is looking for an experienced Service Desk Team Leader to join the team and take responsibility for the day-to-day leadership and performance of the service desk.

This is a people and service-focused leadership role. While a good understanding of IT service environments is important, you don’t need to be a highly technical engineer. The key focus will be on leading people, managing performance, improving processes and ensuring customers receive an excellent level of service.

Experience working within an MSP / Managed Services environment would be highly desirable, particularly for someone familiar with SLAs, ticket volumes, customer expectations and a fast-paced service desk., + Lead and manage the Service Desk team on a day-to-day basis

• Coach, mentor and develop Service Desk Engineers
• Monitor team performance, workloads and ticket queues
• Ensure SLAs and service standards are consistently achieved
• Act as an escalation point for the Service Desk
• Manage performance, objectives and development plans
• Identify opportunities to improve service desk processes and efficiency
• Monitor KPIs and produce performance reports
• Help maintain a positive, collaborative and accountable team culture
• Work closely with senior management and other teams to improve service delivery
• Support onboarding, training and development of new team members
• Ensure customers receive a consistently high standard of service

We’re looking for someone who is a natural people leader with experience working within a Service Desk or IT Support environment.

You don’t need to be the most technical person in the room - we’re particularly interested in your leadership, communication, organisation and service management skills.

Ideally, you’ll have:

• Previous experience leading or supervising a Service Desk / IT Support team
• Strong people-management and coaching skills
• Experience managing performance and KPIs
• Good understanding of IT service delivery and customer support
• Experience working with SLAs and ticketing systems
• Excellent communication and stakeholder-management skills
• A proactive approach to improving processes and team performance
• MSP / Managed Services experience is preferred but not essential
• A customer-focused and commercially aware mindset