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Job DescriptionEnsure you read the information regarding this opportunity thoroughly before making an application.Service Desk Team LeadHerne Bay, Kent Office Based32,000 35,000 25 Days Holiday | 40 Hours Per Week | 8am6pm Service Desk (OOH On-Call)Are you currently a Senior Engineer who naturally leads from the front?Do you enjoy managing ticket flow, motivating engineers, and keeping customers happy not just fixing technical issues yourself?Are you ready to step into a genuine Team Lead role within a growing MSP environment?We are recruiting for a Service Desk Team Lead to join a well-established Managed Service Provider based in Herne Bay.This position is ideal for someone who enjoys leading a service desk team and wants to focus on operational excellence being responsible for the day-to-day management and performance of an 11-engineer service desk team.The business supports clients across:Microsoft environmentsGoogle WorkspaceEnd-user supportCyber securityConnectivity & networksThe service desk uses Autotask PSA, and tickets are typical MSP-style incidents across the full service stack.The RoleReporting to the Service Director, you will be responsible for overseeing service desk operations, ensuring SLA and KPI performance, and leading the team to deliver consistently high customer satisfactionService Desk Team Lead.You will manage:11 engineers (L1, L2 and Senior Engineers)Ticket allocation and workflow managementSLA performance and KPI deliveryCustomer escalations and complaintsTeam scheduling, holidays and out-of-hours rotaContinuous service improvementThis role is about ownership. You will be accountable for CSAT scores, first-time fix rates, response times, utilisation and overall service performance.Key ResponsibilitiesOversee daily service desk operationsAssign and balance tickets effectively across skillsetsEnsure SLAs and KPIs are consistently met or exceededAct as escalation point for customer issues and complaintsProactively follow up on negative CSAT feedbackManage engineer scheduling and availabilityPresent reporting and performance insights to stakeholdersDrive continuous improvement of SOPs and processesEnsure documentation is accurate and up to dateProvide strong, visible leadership to the teamWhat We Are Looking ForPrevious experience within an MSP environmentExperience leading or supervising engineersStrong understanding of ticket lifecycle managementComfortable working within SLA/KPI-driven environmentsExcellent communication skillsConfident managing customer expectationsDesirable but not essential:ITIL accreditationMicrosoft certificationsMost importantly, you must genuinely care about service quality and customer experience. xjdpvnf Working Pattern40 hours per weekService desk operates 8am6pm Monday to FridayParticipation in out-of-hours on-call rotaOffice based in Herne BayIf you are currently a Senior Engineer who already mentors others, or a Service Desk Supervisor ready for more ownership, this could be an excellent next step.