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# Service Desk Team Leader

- **Company:** SER Limited
- **Location:** Reading, UK
- **Experience:** Expert
- **Salary:** £35,000.0 - £40,000.0
- **Contract:** Permanent contract
- **Skills:** Issue Tracking Systems, Information Technology
- **Published:** September 28, 2026
- **Apply:** https://www.serlimited.com/job-search/8980-service-desk-team-lead/it/berkshire/apply

## About the Role

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

## Description

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