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# Service Desk Team Leader

- **Company:** Middle Recruitment Limited
- **Location:** London, UK
- **Experience:** Expert
- **Salary:** £45,000.0 - £50,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Azure, Network Routers, Firewalls (Computer Science)
- **Published:** October 24, 2026
- **Apply:** https://www.adzuna.co.uk/jobs/details/5023974503

## About the Role

* 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).

## Description

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.