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2nd Line Service Desk Team Leader

Ref: BROADBEAN_000891673448619

on 11 January 2023
Contract Type
£40,000 - £45,000

2nd Line Service Desk Team Leader

They will need to be from a tech background as they will be a "technical team lead" so they may need to roll their sleeves up from time to time and do some tech work.

They need to have 3-4 years experience of managing a service desk team ideally in MSP environment

Day to day they will:

Make sure the calls/emails are being dealt with and assigned to engineers manage call queues etc..

Creating accurate and robust MI to lead and progress the team's performance - report MI to the Service Desk Manager

Conduct 1-2-1 performance management reviews, encouraging personal development plans and performance.

They will get involved with incident resolution and escalations (co-ordinating response groups, ensuring tickets are raised, managing communications to the business and clients etc..)

Carry out call listening and quality audits with the relevant coaching and feedback

Take ownership and be accountable to ensure our Client Service Promises are consistently achieved


Proven record in people management ideally within an MSP environment

Excellent relationship management, and stakeholder management skills

Works well under pressure and to deadlines

Logical analysis and troubleshooting skill

Tech-wise they will need a good 4/5 years of working experience:

ITIL Foundation

Microsoft Office 365 Exchange Online, OneDrive, SharePoint Online

Windows 8.1 and later

Microsoft Exchange 2013 and later

Email security products, e.g. Mimecast / MessageLabs

Citrix XenDesktop 7.15 and later (administration, user support)


Hybrid working

25 days holiday + Bank Holidays + birthday off

Enrolment into our Company Pension Scheme (3% employer 5% employee)

Wellbeing programme including an Employee Assistance Programme

Instant access to our Benefit Hub / discount on loads of stuff

Training and development programme tailored to their role and career goals

Sandwich vans come 2/3 times a day

Free tea and coffee (water) - Juice, soda

Fruit (there is usually food knocking about)

Reward and recognition - monthly/quarterly and annual prizes (trip abroad for the winners)

Modis International Ltd acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers in the UK. Modis Europe Ltd provide a variety of international solutions that connect clients to the best talent in the world. For all positions based in Switzerland, Modis Europe Ltd works with its licensed Swiss partner Accurity GmbH to ensure that candidate applications are handled in accordance with Swiss law.

Both Modis International Ltd and Modis Europe Ltd are Equal Opportunities Employers.

By applying for this role your details will be submitted to Modis International Ltd and/ or Modis Europe Ltd. Our Candidate Privacy Information Statement which explains how we will use your information is available on the Modis website.