IT Service Desk Lead/Manager

Salary: £45,000 - 48,000 per year

• Previous experience as a Service Desk Team Leader or IT Service Desk Lead within an MSP or fast-paced IT support environment
• Strong technical troubleshooting skills
• Experience managing ticket queues and service-level agreements (SLAs)
• Ability to lead and motivate a team

• Lead, guide, support and mentor the Service Desk team to maintain a consistent, high standard of service
• Manage incidents and service requests, ensuring tickets are prioritised, allocated and resolved within agreed SLA targets
• Act as an escalation point for complex technical issues, working with technical teams and third-party providers to resolve them promptly
• Monitor ticket volumes, response and resolution times, SLA compliance and customer satisfaction, and identify areas for improvement
• Maintain strong client relationships through clear communication, effective issue management and a customer-focused approach
• Oversee incident, problem and change management processes; investigate recurring issues and address them to minimise future disruption
• Maintain accurate support procedures, knowledge base articles and IT systems documentation to support consistency and knowledge sharing
• Identify opportunities to improve Service Desk processes, operational efficiency and the end-user experience
• Support the onboarding of new clients, users and services by establishing appropriate support processes and procedures
• Work with senior management and technical teams on service improvement initiatives and IT service delivery standards

• Support
• Incident Management

More:

We are recruiting for an IT Service Desk Lead / Manager at a well-established managed service provider. The role oversees day-to-day Service Desk operations and the delivery of high-quality IT support and customer experience across the client base. It offers an experienced Service Desk professional the opportunity to take ownership of service delivery, improve operations and develop a high-performing support function. This role is five days per week on-site. We can provide a detailed specification and further information about the opportunity.

last updated 43 week of 2026