Service Desk Team Leader

Job Title: Service Desk Team Leader

Location: Sheffield

Salary: £28,000 to £34,000 depending on experience

Hours: 9.00am to 5.30pm, Monday to Friday

Contract: Full-time, permanent

If you're an experienced IT engineer who enjoys supporting others, improving processes and keeping a busy service desk running smoothly, this could be a great next step.

We're supporting an established MSP in Sheffield who are looking for a Service Desk Team Leader. You'll stay hands‑on technically, but you'll also guide the team, support escalations and keep the workflow steady and organised. This is a role where your calm approach, people skills and technical knowledge will make a real difference day to day.

It suits someone who enjoys solving technical problems while also helping others develop and putting structure around how the team operates.

What you'll be doing:

Technical work (80%)

• Acting as the first point of escalation for engineers.
• Coaching and supporting the team with their technical development.
• Helping maintain and configure client networks following best practice.
• Improving internal processes to help the service desk run efficiently.
• Picking up technical tickets when needed.

Team leadership (15%)

• Managing holidays, absence, timesheets and day‑to‑day team coordination.
• Running performance and development reviews.
• Monitoring KPIs and giving regular feedback.
• Spotting performance issues and addressing them professionally.
• Supporting the Technical Director with staffing updates.

Customer service (5%)

• Helping resolve service issues with clients.
• Supporting continuous improvement based on customer feedback.

What we're looking for:

• Strong technical background supporting Microsoft and network environments.
• Knowledge of DNS, DHCP, TCP/IP, virtualisation and Active Directory.
• Experience configuring Exchange, RDP, VPNs, firewalls and routers.
• Someone who enjoys supporting others and being the steady point of contact.
• Confident communicator with good organisation and problem solving skills.
• Able to stay calm under pressure and maintain accuracy.

We're also looking for someone who naturally works to the team values of communication, excellence, responsibility, passion and innovation.

What's in it for you:

• Salary between £28,000 and £34,000 depending on experience.
• 21 days holiday plus bank holidays, rising each year up to 34 days.
• Your birthday off.
• Westfield Health after one year.
• Two hours each week protected for personal development.
• Regular internal and external training including paid Microsoft exams.
• Modern office with free parking.
• Monthly team meetings, social events and team building days.
• Daily fruit, coffee and refreshments.
• Opportunities to attend industry events and support community projects.

How to apply:

If this sounds like the right step for you, send your CV through and we'll be in touch. We respond to all applicants, and if you're shortlisted, we will contact you first before sharing your details with the client.

Verus Recruitment Partners are acting as a Recruitment Agency in relation to this vacancy and are an Equal Opportunities Employer.