Service Desk Team Leader
Location: [Insert location]
Reporting to: Service Desk Manager
The Role
We’re looking for a proactive and people-focused Service Desk Team Leader to lead a team of engineers delivering exceptional IT support in a fast-paced MSP environment.
You’ll play a key role in ensuring high service standards, meeting client expectations, and driving continuous improvement across the team. Alongside this, you’ll support the development and progression of engineers by implementing clear career pathways and coaching individuals to reach their potential. [Service De...eam Leader | Word]
What You’ll Be Doing
Service Delivery & Performance
- Ensure the team consistently delivers against KPIs, SLAs, and customer satisfaction targets
- Monitor service quality through call auditing and ticket reviews
- Lead on escalations, ensuring timely and effective resolution for both engineers and customers
- Support efficient ticket flow, including correct classification of billable and non-billable work
Team Leadership & Development
- Manage performance through regular 1-2-1s, objective setting, and continuous feedback
- Develop and implement training plans aligned to customer needs and product roadmap
- Encourage a culture of accountability, ownership, and continuous improvement
- Support engineers in their career progression and personal development
Customer & Stakeholder Engagement
- Build and maintain strong relationships with clients, ensuring clear and effective communication
- Act as a key escalation point, providing confidence and reassurance to customers
Operational Excellence
- Conduct regular service quality checks to ensure adherence to processes and standards
- Support scheduling and resource planning where required
- Escalate tickets to 3rd Line support where appropriate
- Participate in the out-of-hours management escalation rota
Compliance & Security
- Ensure adherence to the Information Security Management System (ISMS) and company policies at all times
What We’re Looking For
Essential
- Proven experience in service management within an IT or MSP environment
- Experience leading and developing teams
- Strong technical understanding or background
- Excellent communication and stakeholder management skills
- Ability to work under pressure and prioritise effectively
- Flexible approach to working hours
Desirable
- ITIL certification
- Experience managing major incidents
- Familiarity with ConnectWise or similar systems
- Full UK driving licence
Life at Air IT Group – Perks That Matter
- 25 days’ annual leave, plus a celebration day
- Enhanced family leave policies
- Holiday purchase scheme
- Paid volunteering days
- EV car scheme
- Air Perks employee discount platform
- Eye care support
- Virtual GP access
- Technology vouchers
- Cycle to Work scheme
- Employee Assistance Programme
- Salary sacrifice pension
- Group life assurance
- Group income protection
Additional Benefits That Make a Difference
- Hybrid working
- Ongoing learning & development
- Social events, competitions & incentives
- Discount & cashback schemes
Equal Opportunities
Air IT is an equal opportunities employer. We’re committed to creating an inclusive, diverse and supportive workplace where everyone can thrive. If you require any reasonable adjustments at any stage of the recruitment process, please let us know.
No Agencies Disclaimer:
Air IT manages all recruitment directly. While we occasionally engage approved agencies for specific needs, we do not work with agencies for our standard roles. We kindly ask that agencies do not contact us or submit unsolicited CVs, as these will not be considered and no fees will be payable. If we require agency support, we will reach out to our selected partners directly.