IT Service Desk Team Leader

About the role

We are looking for an IT Service Desk Team Leader to manage a busy helpdesk for a fast‑growing Managed Service Provider based in Reading. You will lead a team of 7+ technicians, ensuring high‑quality support for business and education clients across Berkshire.

Key responsibilities

• Oversee day‑to‑day ticket flow, prioritisation and response quality.
• Act as the primary escalation point for complex issues and support technicians as needed.
• Identify and close operational gaps before they impact service delivery.
• Develop and improve processes, documentation and service standards as the client base expands.
• Maintain strong relationships with both business and education customers, understanding their environments and requirements.
• Provide hands‑on technical assistance across a broad mix of systems and technologies.

Required profile

• Proven experience in an IT support role, with exposure to leading or coordinating a team.
• Strong attention to detail and a proactive problem‑solving mindset.
• Excellent communication skills and a courteous, patient approach.
• Full UK driving licence and access to a vehicle.

Required skills

• Google Workspace
• Microsoft 365
• PSA/ITSM platforms (e.g., Halo PSA)

What we offer

• Salary £40,000‑£50,000 (DOE)
• Flexible working hours
• Company pension scheme
• Casual dress code
• On‑site parking
• Supportive, friendly team environment