2nd line Service Desk Team Leader

Service Desk Team Leader -2nd line

Solihull, West Midlands

£40,000 + 20% Shift Allowance (£48,000 OTE)

Permanent | 4 on / 4 off Shift Pattern

12-hour shifts (7am-7pm & 7pm-7am)

We're looking for a Service Desk Shift Manager to lead one of our 24/7 support teams, managing a group of IT and Network Engineers while ensuring exceptional customer service and SLA performance. This is an ideal opportunity for someone with an MSP background who enjoys developing people, driving service excellence, and remaining technically involved when required.

As a Service Desk Shift Manager, you'll be responsible for the day-to-day operational management of a technical support team, ensuring service levels are achieved and customer expectations are exceeded. Alongside your leadership responsibilities, you'll act as a senior technical escalation point, supporting engineers with complex incidents and helping drive continuous improvement across the service desk.

Key Responsibilities

Leading and managing a team of IT, Network, and Voice Engineers.

Monitoring ticket queues and ensuring SLA and KPI targets are achieved.

Managing escalations and supporting the resolution of complex technical issues.

Communicating with customers and attending remote meetings when required.

Coaching, mentoring, and developing team members through regular feedback and performance reviews.

Supporting recruitment, onboarding, and ongoing staff development.

Driving service improvements, processes, and best practices across the team.

Maintaining high levels of customer satisfaction and service delivery.

Creating a positive, collaborative, and high-performing team culture. Essential Skills

Previous experience in a Service Desk Team Lead, Service Desk Manager, Shift Lead, or similar leadership role.

Experience managing and developing technical support teams.

Strong customer service and stakeholder management skills.

Previous experience within a Managed Service Provider (MSP) environment.

Strong understanding of one or more of the following:

Microsoft 365 & Azure

Microsoft Operating Systems

End User Computing

Firewalls, Routers, Switches & Wi-Fi

Voice & Telephony Systems

Internet Connectivity Solutions

Excellent written and verbal communication skills.

Must be eligible for SC Security Clearance.Desirable

ITIL Foundation certification.

Microsoft, Cisco, Fortinet, or other relevant vendor certifications.

Degree or Diploma in an IT-related discipline.

Previous experience managing technical teams within a 24/7 support environment.About You

You'll be a customer-focused leader with a positive, hands-on approach to management. Comfortable making decisions in a fast-paced environment, you'll be passionate about developing people, improving service delivery, and supporting customers through critical incidents. You'll lead by example and thrive in a role where no two days are the same.

Benefits

20% Shift Allowance (£48,000 OTE)