Service Desk Team Leader

Service Desk Team Leader - Managed Services Provider

Location: London (hybrid)
Salary: £38,000-42,000, depending on experience.

We're proud to be supporting a highly respected and rapidly growing Managed Services Provider as they look to appoint a Service Desk Team Leader.

This is an exciting opportunity for an experienced engineer or existing team lead who enjoys a blend of people leadership and hands‑on technical work.

You'll be leading a close‑knit team of five 1st-3rd Line Engineers, ensuring high‑quality service delivery while acting as a key escalation point for complex client issues.

If you're passionate about developing others, improving processes, and maintaining excellent customer experience, this role offers the perfect platform.

Key Responsibilities

• Lead, mentor, and support a team of 1st-3rd Line Engineers


• Conduct regular 1:1s, performance reviews, and personal development planning


• Act as the primary technical escalation point for challenging or high‑priority incidents


• Oversee day‑to‑day service desk operations, ensuring SLAs and KPIs are consistently met


• Drive continuous improvement across processes, documentation, and service delivery


• Collaborate closely with senior leadership and project teams to support wider business goals


• Maintain strong relationships with clients, ensuring clear communication and exceptional service

Experience required:

• Previous experience in a Service Desk Team Leader, Senior Engineer, or similar role


• Strong technical background, ideally within an MSP or multi‑customer environment


• Ability to manage, motivate, and develop technical staff


• Excellent troubleshooting skills and confidence handling escalations


• Strong communication and customer‑facing abilities


• A proactive mindset with a passion for improving service quality

Technical exposure across the Microsoft ecosystem (M365, Azure, Windows Server) is highly desirable.

London/Hybrid based.

Paying up to £42,000, depending on experience.

Must be eligible to work in the UK.