Service Desk Team Leader

Location: Berkshire / Thames Valley
Salary: £32,000 - £38,000 + Benefits
Type: Full Time, Permanent

About the Role

We’re looking for a hands-on and proactive Service Desk Team Leader to support the day-to-day running of our Service Desk.

This is a great opportunity for an experienced Service Desk Engineer or Senior Engineer who is ready to take their first step into leadership. You’ll still be close to the technical work, while also helping guide, support and coach the wider team.

The focus of the role is improving ticket quality, encouraging ownership and ensuring engineers are working in a structured and customer-focused way. You will not be expected to take ownership of all difficult or aged tickets yourself — instead, you’ll help the team manage their own workloads more effectively and develop better habits.

You’ll also act as an escalation point, support incident management and work closely with Engineering and Service Management to improve overall service delivery.

Key Responsibilities

Support Day-to-Day Service Desk Operations

• Help ensure the Service Desk runs smoothly on a daily basis.
• Monitor ticket queues and support prioritisation and progression.
• Promote consistent and professional customer communication.
• Encourage strong ownership and accountability across the team.

Improve Ticket Quality and Hygiene

• Review ticket queues to ensure updates, notes and actions are accurate.
• Support engineers in maintaining good ticket discipline.
• Help reduce ticket stagnation and improve overall queue health.
• Encourage consistent use of correct priorities, categories and statuses.

Support Aged Ticket Reduction

• Review aged tickets and help identify blockers or lack of progress.
• Work with engineers to agree next steps and resolution plans.
• Encourage engineers to own their tickets through to completion.
• Highlight recurring issues affecting ticket progression.

Escalation Point for the Team

• Support engineers with complex or high-priority tickets.
• Help ensure escalations into Engineering are clear and well documented.
• Provide guidance on prioritisation and troubleshooting approach.
• Support major incidents where required.

Work Closely with Engineering

• Help ensure smooth and effective ticket handovers to Engineering.
• Improve communication and collaboration between teams.
• Identify training or knowledge gaps within the Service Desk.
• Help reduce unnecessary escalations through better first-line resolution.

Coaching and Team Support

• Provide day-to-day guidance and support to Service Desk engineers.
• Help develop confidence, structure and professionalism within the team.
• Encourage good practice in customer communication and ownership.
• Support a positive, team-focused working environment.

Service Quality Support

• Monitor SLA performance, queues and ticket trends.
• Help identify risks and service issues early.
• Support improvements in response times and ticket resolution.
• Provide feedback to management on service performance.

About You

You’ll ideally have:

• Experience in a Service Desk or IT Support environment (MSP experience desirable).
• Experience as a Senior Engineer or informal team lead.
• Strong understanding of ticket management and customer service.
• Good knowledge of ITIL principles (or willingness to learn).
• Strong communication and organisational skills.
• A calm, practical and supportive approach.
• Confidence to guide others and improve standards.
• A strong customer-first mindset.

Why Join Us?

• Hybrid working model.
• Opportunity to step into a leadership role.
• Supportive and collaborative team culture.
• Exposure to a wide range of technologies.
• Real opportunity to shape service quality and team standards.

Salary

£32,000 - £38,000 + benefits

If you’re a Senior Service Desk Engineer looking to step into your first leadership role, we’d love to hear from you.

Contact Tim Cazemage on 020 3865 1561 / tim.cazemage@infraview.co.uk