Are you ready to step up and lead from the front? This is your chance to shape and drive a thriving IT Service Desk team while staying hands-on with the tech you love.
We're looking for a dynamic Service Desk Team Leader to take the reins of our support team, based in Portsmouth (3 days a week in the office). Whether you're an experienced team leader or a Senior Service Desk Analyst ready to take that next step into leadership, this role is your opportunity to shine!
What's the role about?
You'll split your time between leading and mentoring a talented team of 1st and 2nd line engineers and getting stuck into hands-on support yourself. You'll manage everything from complex technical escalations and ticket allocation to staff 1-2-1s and reporting on key performance metrics.
What you'll do:
- 50% Hands-On Support: Get involved in 1st/2nd line technical support, helping the team resolve desktop, laptop, and other IT infrastructure issues.
- 50% Team Leadership: Allocate tickets, manage escalations, and ensure SLAs are met. Help your team grow by conducting 1-2-1s and supporting their development.
- Be the go-to escalation point for those trickier support challenges and technical queries.
- Manage ticket flow, making sure requests are resolved quickly and clients are happy.
- Work on reporting and KPIs, ensuring everything runs like a well-oiled machine.
What's in it for you?
- Salary: £30,000 - £40,000 per annum
- Location: Portsmouth (hybrid working, with 3 days in the office)
- A chance to lead from the front, whether you're already in a team leader role or ready to take the step up.
- Join a collaborative and friendly team where your ideas will be heard, and your contributions valued.
- Development: This role offers plenty of opportunities for career growth as the company continues to expand.
Who are we looking for?
- Experienced Service Desk Leader or a Senior Service Desk Analyst ready to transition into a leadership role.
- You're passionate about delivering excellent IT support and have a strong track record in 1st/2nd line support roles.
- You know your way around desktop support, laptop builds, and common troubleshooting tools.
- Excellent communication skills — you're confident talking with clients and leading a team.
- You've got experience with ticket management systems and understand the importance of SLAs and KPIs.
Why this role?
This is more than just a job; it's a chance to lead, inspire, and grow in an exciting IT environment. You'll be working in a company where people matter, and success is driven by collaboration, innovation, and commitment to excellent service.
If you're ready to step up and lead a service desk team while staying hands-on, we'd love to hear from you!
Send your CV to bob . bath @ mexasolutions . com