Service Desk Team Leader

Location: Milton Keynes
Reporting to: Service Desk Manager

Lead a great team. Deliver great service. Keep getting better.

At Air IT Group, great technology matters, but it’s our people who make the real difference.

We’re looking for a Service Desk Team Leader to join our team in Milton Keynes, leading and developing a talented group of technical engineers while helping us deliver the high-quality service our customers rely on.

This is a great opportunity for someone who combines a technical background with a genuine passion for people. You’ll support your team to perform at their best, develop their careers and deliver brilliant customer experiences.

If you’re a supportive, approachable leader who enjoys bringing out the best in others, we’d love to hear from you.

What you’ll be doing

Working closely with our Service Desk Manager, you’ll:

• Lead and support a team of technical engineers, helping them deliver against KPIs, SLAs and customer satisfaction targets.
• Hold regular 1-2-1s, set clear and achievable objectives and support individual development and career progression.
• Carry out call quality and ticket closure checks, providing constructive feedback and ensuring our service standards are maintained.
• Build positive relationships with customers and encourage open, effective communication.
• Take ownership of escalations from engineers and customers, working collaboratively to achieve the right resolution.
• Develop training plans that reflect customer requirements, individual development needs and our evolving product roadmap.
• Complete regular service quality checks to help individuals and the wider team continually improve.
• Support our out-of-hours management escalation process when required.
• Ensure our Information Security Management System (ISMS), processes and relevant policies are followed.
• Escalate technical issues to 3rd Line teams when appropriate.
• Support the 1st Line schedule and shift planner when Despatch is unavailable.

What we’re looking for

You don’t need to know everything on day one. We’re looking for someone with the right combination of leadership experience, technical understanding and a passion for helping people succeed.

Ideally, you’ll bring:

• Experience of managing and leading people within a service environment.
• Demonstrable service management experience.
• A technical background that helps you understand and support the challenges your engineers face.
• Strong communication skills and the ability to build positive relationships with colleagues and customers.
• Experience of working within an MSP or a similar fast-paced technology or service environment.
• The ability to stay organised, make considered decisions and prioritise effectively when things get busy.
• Flexibility to support the team outside usual working hours when genuinely required by the role.

Great to have, but not essential

It would be helpful if you also have:

• An ITIL qualification or knowledge of ITIL principles.
• Experience supporting or managing major incidents.
• Experience using ConnectWise or a similar service management platform.
• A current UK driving licence, where travel is required as part of the role.

The Benefits

Joining Air IT Group means unlocking a world of perks and opportunities, including:

Time Off & Life Balance

• 25 days Annual Leave + 1 Celebration Day
• Annual Leave Purchase Scheme
• Paid Volunteering Days
• Enhanced Family Leave

Health & Wellbeing

• Virtual GP (24/7 access for you & family)
• Employee Assistance Programme (EAP)
• Eye care vouchers
• Group Life Assurance & Income Protection

Financial & Lifestyle Perks

• Reward Gateway shopping discounts and cashback
• Stakeholder Pension Scheme
• Recognition Platform (with monetary rewards)
• Mortgage Advice Services

Optional Benefits (Opt‑In)

• EV Car Scheme
• Cycle to Work
• Technology Vouchers

Don’t have everything on the list? Please don’t let that stop you applying. If you have relevant experience or transferable skills and believe you could make a positive difference to our team, we’d really like to hear from you.

Bring your whole self to Air IT Group

We want Air IT Group to be a place where different perspectives, experiences and backgrounds are valued.

We’re committed to creating an inclusive environment where everyone has the opportunity to develop, contribute and succeed. We welcome applications from people of all backgrounds and encourage you to apply even if your experience doesn’t follow a traditional career path.

If you need reasonable adjustments or additional support at any stage of our recruitment process, please let our Talent team know.

Ready to lead, support and develop a brilliant technical team while helping us deliver exceptional service? We’d love to hear from you.