Service Desk Team Leader

We are looking for an enthusiastic, skilled individual who is passionate about managing people and ensuring exceptional service delivery. As a Service Desk Team Leader, you will play a pivotal role in guiding and supporting your team to meet and exceed performance targets while fostering a positive and inclusive work environment. This position offers a unique blend of technical and leadership challenges that will allow you to grow and develop professionally., * Lead and manage a team of service desk professionals, providing guidance and support to ensure high-quality service delivery.

• Develop and implement strategies to improve team performance and customer satisfaction.
• Monitor and analyse service desk metrics to identify trends and areas for improvement.
• Lead client reviews and SLA calls.
• Oversee the team’s individual performances, training and one-to-ones.
• Act as a hands-on escalations point for 3rd line tickets
• Foster a collaborative and inclusive team culture that encourages innovation and continuous learning.

• Previous MSP experience is essential.
• 1 year of people management skills with the ability to motivate and develop team members.
• Proven experience in a service desk environment, focusing on customer service.
• Excellent problem-solving and decision-making abilities.
• Effective communication and interpersonal skills.
• Technical experience troubleshooting - Windows 10/11, Azure/Entra ID and Networking (routers, switches, firewalls).