Job Title: Service Desk Team Leader 

Location: Nottingham

Reporting to: Service Desk Manager 


To manage a team of engineers to deliver high-performing service through meeting and exceeding client service commitments and expectations. 

Support the Service Desk Manager in implementing career pathways for all engineers encouraging personal development. 

Duties and Responsibilities: 

  • Ensures the team are operating effectively and efficiently to deliver against KPIs, SLAs and customer satisfaction targets 
  • Manages the performance of technical engineers through objective setting, regular 1-2-1’s, encouraging and supporting personal development 
  • Call quality and ticket closure checks to ensure company standards are being met and to ensure tickets are set correctly for billable/non billable works. 
  • Maintains relationships with clients to ensure effective two-way communication  
  • Manage escalations within the team, from engineers or customers, through to resolution 
  • Develop training plans for engineers incorporating new and existing customer requirements and our product roadmap  
  • Conduct regular service quality checks ensuring the team and individual engineers achieve service and process standards 
  • Act as part of an out-of-hours management escalation process when required 
  • Ensure the company’s Information Security Management System (ISMS) and all relevant policies are adhered to at all times 
  • Escalate calls to the 3rd Line when appropriate 
  • Manage the 2nd and 3rd line schedule and shift planner where dispatch is unavailable 
  • Reviewing and approving engineer timesheets. 

Qualifications, Knowledge and Experience: 


  • Demonstratable service management experience  
  • 3-5 years working in a senior technical role
  • Experience in managing senior technical engineers
  • Experience in managing and leading employees 
  • Previous technical background 
  • Strong communication skills 
  • Experience of working within an MSP or similar environment 
  • Ability to work under pressure 
  • Flexibility with working hours 


  • ITIL certified  
  • Major incident management experience 
  • Current and valid driving licence 
  • Experience of ConnectWise 

The Benefits 

Joining Air IT means unlicking a world of perks and opportunities, including; 

  • Hybrid working options for a better work-life balance
  • 25 days annual leave plus bank holidays
  • Ongoing learning and development opportunities
  • Cycle to work scheme and technology vouchers 
  • Enhanced family leave
  • Celebration day - an additional day off each year to celebrate an occasion important to you
  • Salary sacrifice pension 
  • 2 paid volunteer days - We believe in the power of giving back to our communities and want to actively support employees efforts to make a positive impact
  • Company social events and competitions
  • Discount and Cashback Scheme
  • Group Income Protection
  • Life Insurance
  • EAP and Virtual GP Service

At Air IT we're committed to fostering an inclusive and diverse workplace where everyone thrives. We believe in providing equal opportunities for all, so let us know if you need any reasonable adjustments during the recruitment process.

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