Identify Solutions
IT Service Desk Team Leader
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Service Desk Team Leader
Up to £50,000 per annum + benefits
London (Farringdon/Chancery Lane)
Hybrid (3 Days Office / 2 Days Home)
We're looking for a hands-on Service Desk Team Leader to join a growing MSP, leading and developing a team of Service Desk Engineers while remaining close to the technology and supporting escalations when required.
Working alongside the Service Desk Manager and another Team Leader, you'll help drive service performance, mentor engineers and ensure customers receive an exceptional support experience.
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Key Responsibilities
- Lead, coach and develop a team of 1st and 2nd Line Engineers
- Act as an escalation point for technical issues
- Manage ticket queues and ensure SLA targets are met
- Conduct 1-2-1s, performance reviews and coaching sessions
- Allocate workloads and coordinate engineer activity
- Drive service improvements and best practice
- Support incident management and customer escalations
- Remain hands-on and assist the team when needed
About You
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- Previous experience leading or mentoring IT support teams
- Strong background in Service Desk or IT Support environments
- Excellent customer service and stakeholder management skills
- Comfortable working in a fast-paced MSP environment
- Strong organisational and problem-solving skills
- Knowledge of ITIL principles and service management processes
If this position sounds like it might be of interest, please feel free to get in touch via email: james.chau@identifysolutions.co.uk
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