> Markdown version of [/jobs/ext/350872-service-desk-team-leader](https://www.wearedevelopers.com/jobs/ext/350872-service-desk-team-leader). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# Service Desk Team Leader

- **Company:** Vertex IT Solutions Limited
- **Location:** Kent, UK
- **Experience:** Expert
- **Salary:** £38,000.0 - £45,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Azure, Cyber Security, Web Portals, Office365
- **Published:** June 22, 2026
- **Apply:** https://vertex-it-solutions.com/jobs/service-desk-team-leader/

## About the Role

We are looking for an experienced and dynamic Service Desk Team Leader to lead our UK Tech Support team which delivers support to local and global SME businesses. The right leader will be obsessed with delivering world-class service to our customers; a fundamental element will be creating a culture that will foster an environment of learning and development.

The successful candidate will be passionate about technology, customer service and leading high-performance teams. You will have at least 2 years of experience leading a service desk, ideally within a managed services environment and with a minimum of 5 direct reports. Additionally, the successful candidate will be an effective communicator who is able to inspire, influence and motivate the team., ·A minimum of 2 years leading a team, ideally within an MSP environment.
·Knowledge of the below technologies up to an intermediate level:
·Microsoft365 and Office365
·Microsoft Azure services (notably identity and infrastructure)
·Networking
·Windows 10 and 11, ·Possesses ITIL v3 or v4 certification and/or experience working within this framework. (desirable)

## Description

·Mentoring all members of the team, including customer service, behavioural, performance and technical skills.
·Management of major incidents as per our policies and procedures, this may occasionally require working outside of your standard hours.
·Act as an escalation point for customers, providing exemplary customer service and ensuring that their issues are resolved as quickly as possible.
·Actively manage the full ticket lifecycle and distribution of workload between engineers to ensure that nobody is over or underutilised.
·Quality reviews to be completed and assessed against our ticket, technical and customer service criteria.
·Ensure incoming tickets via phone, web portal, email and alerts are progressed and resolved within agreed OLAs and SLAs.
·Policing and improvement of our key processes including those related to documentation and our Information Security and Cyber Security policies.
·Interviewing, onboarding and training of new hires.
·Alignment with the other Tech Support Team Leaders in other regions.
·During busy periods, the Team Leader may be required to answer phone calls and own tickets submitted by clients or our monitoring system.


## Related Videos

- [Develop enterprise-ready applications for Microsoft Teams with Azure resources on modern web technologies](https://www.wearedevelopers.com/videos/187-develop-enterprise-ready-applications-for-microsoft-teams-with-azure-resources-on-modern-web-technologies)
- [From clicks to cribs - How to find your dream home with web scraping](https://www.wearedevelopers.com/videos/767-from-clicks-to-cribs-how-to-find-your-dream-home-with-web-scraping)
- [Thinking Differently - How to Make Money from Cyber Attacks & Cheats](https://www.wearedevelopers.com/videos/745-thinking-differently-how-to-make-money-from-cyber-attacks-cheats)
- [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone)
- [Transforming Task Management: Integrating Camunda with Scalable Frontend Solutions](https://www.wearedevelopers.com/videos/1433-transforming-task-management-integrating-camunda-with-scalable-frontend-solutions)
- [Cyber Security: Small, and Large!](https://www.wearedevelopers.com/videos/259-cyber-security-small-and-large)

## Related Articles

- [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers)
- [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk)
- [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023)
- [Frontend Developer Salary in The UK](https://www.wearedevelopers.com/magazine/233-frontend-developer-salary-in-the-uk)
- [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette)
- [Should Tech Managers Be Developers First? Pros and Cons](https://www.wearedevelopers.com/magazine/327-should-tech-managers-be-developers-first-pros-and-cons)