Service Desk Team Leader - Software

Job Title: Service Desk Team Leader - Software DepartmentBefore applying for this role, please read the following information about this opportunity found below.Location: Hull, UK (Officed based)Salary: 28,000- 34,000 per annumJob type: Full-time, PermanentReality 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 roleWe'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 serviceOversee ticket allocation, prioritisation, and SLA adherenceAct as an escalation point for complex technical issuesSupport onboarding, training, and development of team membersMonitor team performance, workload, and customer satisfactionIdentify opportunities to improve processes, documentation, and efficiencyContribute to continuous service improvement initiativesWork collaboratively with the development, projects, and account management teams to maintain smooth service operationsAbout youRequired Skills & Experience:Previous experience in a Service Desk or Support roleStrong leadership or mentoring experienceExcellent communication and problem solving skillsAbility to remain calm under pressure and handle escalations professionallyUnderstanding of software support environments, ticketing systems, and service workflowsA passion for developing people and improving the xjdpvnf customer experienceWhat we offerHolidays: 22 days annual leave plus continuous service rewardEnhanced Pension SchemeAccess to Mental Wellbeing Tools & SupportA supportive leadership team and collaborative working cultureThe chance to shape and grow a vital function within the businessPlease 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

Created: 2026-04-02