Service Desk Team Lead

Our client, a very successful Managed Service Provider in Central London are looking to hire a 1st Line IT Team Leader. This is an exciting opportunity to lead a dynamic team in a fast-paced help desk environment. This is a fully office based role (5 days a week). Key Responsibilities: * Lead and Motivate: Manage a team of 1st Line engineers to deliver exceptional service, ensuring SLA-driven resolution of client tickets. * Enhance Team Collaboration: Foster teamwork by encouraging input and proactive solutions from team members. * Oversee Daily Operations: Monitor workload distribution and ensure efficient day-to-day operations within the help desk. * Client Engagement: Liaise with clients to maintain SLA standards and assist with Service Delivery Reviews. * Team Development: Mentor and train team members, promoting their career growth within the organization. Essential Skills and Experience: * 2+ years in a similar team leadership role within an IT MSP environment. * Strong interpersonal and communication skills, with a customer-first approach. * Familiarity with Microsoft Cloud technologies (Teams and Microsoft 365) and ITSM tools like HaloPSA, ITGlue, NetworkGlue