We are excited to be partnering with a forward-thinking MSP who are looking for a hands-on Service Desk Team Leader to play a key role in both technical delivery and team leadership.This is a dual position combining senior technical support with people management responsibilities. You will act as a key escalation point while also leading, mentoring, and developing a team of engineers-ensuring service levels, customer satisfaction, and operational efficiency are consistently delivered. Horsham £35,000 - £40,000 + progression opportunitiesService Desk Team Leader - The Role:You will be responsible for keeping the service desk running smoothly day-to-day, working closely with the Service Desk Manager and other team leaders. This includes:Acting as the primary technical escalation point for complex issuesOverseeing ticket flow, ensuring SLAs and quality standards are metSupporting, mentoring, and developing service desk engineersMonitoring workloads, identifying bottlenecks, and resolving issues proactivelyConducting reviews, managing performance, and supporting training plansHandling client escalations and maintaining strong customer relationshipsDriving continuous improvements across service delivery and processesRemaining hands-on with technical tickets where requiredAbout you:Strong technical background within an MSP or similar environmentPrevious experience mentoring or managing engineersExcellent communication skills, particularly in high-pressure situationsAbility to balan