Ofertas › Red King Resourcing
Red King Resourcing · Holborn, United Kingdom · £45,000 - 48,000 per year
Salary: £45,000 - 48,000 per year Requirements: 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 Responsibilities: 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 Technologies: 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