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IT Service Desk Team Lead
The Missing Link. Coach, mentor, and motivate a high-performing Service Desk team .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in managing a Service Desk team, ensuring high-quality technical support and adherence to SLAs while fostering a collaborative team culture. Possesses a proactive mindset and a solid foundation in troubleshooting across on-prem, hybrid, and cloud environments.
Highest-signal resume keywords
Service Desk ManagementTeam LeadershipTechnical SupportTroubleshootingMSP Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingIncident ManagementProblem ManagementService Level Agreement (SLA) ComplianceCloud ServicesOn-Premises SupportHybrid Environment Support
Soft Skills
CoachingMentoringMotivatingCollaborationProactive Mindset
Certifications & Qualifications
Microsoft CertificationsVendor Certifications
Industry Keywords
Service DeskManaged Service Provider (MSP)Cloud ServicesTeam DevelopmentWorkload Management
Tech Stack
Tools & technologiesCloud
About the role
Key responsibilities & impact- Coach, mentor, and motivate a high-performing Service Desk team
- Support hiring, onboarding, inductions, and ongoing development
- Foster a positive, accountable, and collaborative team culture
- Ensure workloads are balanced and resources are used effectively
- Keep utilisation high while minimising non-billable admin time
- Ensure timesheets, job notes, and processes are accurate and up to date
- Ensure policies, procedures, and company values are followed
- Ensure SLAs are consistently met
- Ensure incident and problem management processes are followed
- Prioritise managed clients and deliver high-quality outcomes
- Provide technical support when needed
- Troubleshoot across on-prem, hybrid, and cloud environments
Requirements
What you’ll need- 2+ years as a Service Desk Engineer
- Minimum 1 year of experience leading a team
- MSP and/or Cloud Services experience
- Strong technical foundations with a professional, logical troubleshooting approach
- Proactive mindset with a passion for finding better ways of doing things
- Relevant Microsoft, vendor or industry certifications or the drive to achieve them
Benefits
Comp & perks- Supportive, collaborative and respectful environment
- Company paid technical certifications
- Competitive salary and bonus structure
- Great environment with regular staff events
- Free breakfast, soft drinks/juices and monthly lunches