Service Desk Team Leader - Software

Job Title: Service Desk Team Leader - Software Department

Location: Hull, UK (Officed based)

Salary: 28,000- 34,000 per annum

Job type: Full-time, Permanent

Reality Solutions is a leading regional IT Solutions Provider and Sage Accredited Business Partner based in Hull. We are a forward-thinking software and technology provider supporting a diverse customer base with high quality solutions and exceptional service. Our Service Desk plays a critical role in ensuring customers receive timely, accurate, and friendly technical support every day.

About the role

We're looking for a proactive and hands on Service Desk Team Leader to guide our Software Support Engineers (predominantly supporting Sage software and integrated 3rd Party Solutions), drive service excellence, and ensure smooth day to day operation of our 1st & 2nd line support function. You'll lead by example, coach your team, manage workloads, and work closely with the wider business to uphold outstanding customer experience.

Key Responsibilities:

• Lead and mentor the Service Desk team to deliver a high quality support service
• Oversee ticket allocation, prioritisation, and SLA adherence
• Act as an escalation point for complex technical issues
• Support onboarding, training, and development of team members
• Monitor team performance, workload, and customer satisfaction
• Identify opportunities to improve processes, documentation, and efficiency
• Contribute to continuous service improvement initiatives
• Work collaboratively with the development, projects, and account management teams to maintain smooth service operations

About you

Required Skills & Experience:

• Previous experience in a Service Desk or Support role
• Strong leadership or mentoring experience
• Excellent communication and problem solving skills
• Ability to remain calm under pressure and handle escalations professionally
• Understanding of software support environments, ticketing systems, and service workflows
• A passion for developing people and improving the customer experience

What we offer

• Holidays: 22 days annual leave plus continuous service reward
• Enhanced Pension Scheme
• Access to Mental Wellbeing Tools & Support
• A supportive leadership team and collaborative working culture
• The chance to shape and grow a vital function within the business

Please click the APPLY button to send your CV and covering letter for this role.

Candidates with the relevant experience and job titles of; IT Support Service Desk Team Leader, Senior IT Service Desk Consultant, IT Support Consultant, Customer Support, Support Engineer, Senior Helpdesk Support, Helpdesk Analyst, Helpdesk Support, IT Support Analyst may be suitable for this role.