IT Service Desk Lead

We’re working with a Managed Service Provider to find an experienced IT professional to take ownership of its service desk and play a key role in the continued development of its support function.

This is an opportunity for a well-rounded 2nd Line Engineer or someone with existing service desk leadership experience to step into a position where they can make a real difference.

Working closely with the business owner, you’ll take responsibility for the day-to-day running of the helpdesk, ensuring tickets are managed effectively, SLAs are consistently met, processes are followed, and customers receive the level of service they expect.

This is a hands-on role that combines technical knowledge with organisation, accountability and leadership. You’ll need to be comfortable managing your own workload while keeping an eye on the wider team’s performance, addressing issues before they escalate and ensuring nothing slips through the cracks.

As the team grows, you’ll also have the opportunity to help shape the support function, develop processes and build a team capable of delivering a consistently high standard of service., * Take ownership of the day-to-day operation and performance of the service desk.

• Monitor ticket queues, priorities and workloads to ensure agreed SLAs and customer expectations are consistently met.
• Ensure tickets are updated, progressed and resolved within the required timescales, with clear communication throughout.
• Maintain oversight of team activity, ensuring engineers remain on top of their tickets and follow agreed processes and standards.
• Act as a point of escalation for technical issues, customer concerns and service delivery challenges.
• Lead by example, combining hands-on technical support with effective coordination of the helpdesk.
• Identify recurring issues, bottlenecks and opportunities to improve service delivery.
• Maintain accurate documentation, ticket records and reporting.
• Work closely with the business owner to improve processes, consistency and overall service desk performance.
• Support the onboarding and development of future team members, ensuring work is completed to the required technical and customer service standards.
• Help shape and grow the service desk team as the business and its customer base develop., Initially, you’ll work closely with the business owner to understand the customers, systems and existing processes before taking the reins of the day-to-day helpdesk operation. Over time, you’ll have the opportunity to help build and develop your own team, improve service delivery and play an important role in the future direction of the business.

Technical Experience. We’re looking for someone with a strong technical foundation and previous experience working within an MSP or Managed Services environment. Experience with the following technologies would be particularly beneficial:

• Microsoft 365 administration
• NinjaOne RMM
• HaloPSA
• SentinelOne EDR
• Bitdefender
• Pax8
• Windows desktop and server environments
• Networking, connectivity and endpoint troubleshooting

You won’t necessarily need experience with every tool listed. A broad technical understanding, strong troubleshooting skills and the ability to learn new systems are more important than ticking every box.

What We’re Looking For. We’re keen to speak with someone who:

• Has solid 2nd Line support experience, ideally gained within an MSP.
• Has experience coordinating a service desk or is ready to take that next step into a leadership position.
• Understands the importance of SLAs, ticket ownership, prioritisation and consistent service delivery.
• Is organised, proactive and comfortable holding themselves and others accountable.
• Can manage competing priorities without losing sight of the wider team’s workload.
• Communicates confidently with customers and colleagues at all levels.
• Takes pride in maintaining high technical and customer service standards.
• Is reliable, methodical and comfortable making day-to-day decisions.
• Wants to improve processes, develop people and take genuine ownership of an operation.

Above all, we’re looking for someone who doesn’t just want to work through tickets. They want to take responsibility for how the service desk performs., For someone with the right experience, attitude and ambition, this offers the chance to move beyond a traditional support role and develop into a key leadership position within a growing MSP.