IT Service Desk Team Leader

Service Desk Team LeaderUp to £50,000 per annum + benefitsLondon (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.Key ResponsibilitiesLead, coach and develop a team of 1st and 2nd Line EngineersAct as an escalation point for technical issuesManage ticket queues and ensure SLA targets are metConduct 1-2-1s, performance reviews and coaching sessionsAllocate workloads and coordinate engineer activityDrive service improvements and best practiceSupport incident management and customer escalationsRemain hands-on and assist the team when neededAbout YouPrevious experience leading or mentoring IT support teamsStrong background in Service Desk or IT Support environmentsExcellent customer service and stakeholder management skillsComfortable working in a fast-paced MSP environmentStrong organisational and problem-solving skillsKnowledge of ITIL principles and service management processesIf this position sounds like it might be of interest, please feel free to get in touch via email james.chau@identifysolutions.co.uk