IT Service Desk Team Lead Permanent / Full-Time London View position

Vorboss Limited; City of London; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading managed service provider in London seeks a proactive IT support professional to manage customer escalations and service resolution. Candidates should possess 4 years in the field, a degree in IT or Telecoms, and the ability to lead a team effectively. The role promotes professional growth in a collaborative environment focused on delivering exceptional customer service.

Benefits

Employee Share Plan

Company pension scheme

25 days annual leave allowance

Mental health support

Cycle to work scheme

Half-price gym memberships

Free eye test

Qualifications

• 4 years’ experience working within an MSP or IT Solutions Business.
• Experience leading a team.

Responsibilities

• Answer all incoming customer communications in line with service level agreements.
• Provide support to customers and manage own caseload.
• Establish good client relationships and manage client satisfaction.

Skills

Technical support skills

Strong communication skills

Time management

Customer focus

Education

Degree in IT Science or Telecoms

Job description

Who are Vorboss:

Vorboss is building London’s next‑generation business fibre network. We understand that reliable fibre internet is as essential to businesses as heat, electricity, and water. Our goal is to transform the fibre network across London (and beyond) and we’re looking for smart, talented people to join us.

At Vorboss, we pursue engineering excellence and an unrivalled commitment to customer service. We serve the most important organisations across the UK and Europe in the technology, pharmaceutical, financial, and e‑commerce industries.

Our team is tight‑knit, highly talented, and we entrust one another to do the right thing, take responsibility, and champion our collective success.

We aim to provide a supportive workplace built on respect, trust, and the vision of being ‘the best job that someone ever had’ regardless of tenure.

Role overview:

This position is within Optimity, a recently acquired subsidiary of Vorboss. Optimity is a fast‑growing, value‑added managed service provider with a strong track record in the ISP marketplace.

You will take a proactive and calm approach to service escalations and troubleshooting with commercial sensitivity and acuity, growing existing business, and creating long‑term client relationships.

Either as part of the response or resolution team, you will lead your team and provide exceptional customer support on all Optimity’s products and services, in line with service level agreements and service management principles.

This role is a next step on the ladder to grow in a career and become an IT professional.

Key responsibilities:

• Answer all incoming customer communications (emails/calls) in line with service level agreements.
• Provide support to customers and manage own caseload.
• Demonstrate and troubleshoot 1st through to 3rd line‑based tickets.
• Maintain a core focus on response and resolution time.
• Review and escalate tickets unresolved within required time frames.
• Ensure all cases are logged and updated in the company CRM system.
• Encourage the team and focus on response and resolution time.
• Provide initial escalation and coaching when required.
• Establish good client relationships and manage client satisfaction, including SLAs and conflict avoidance.
• Proactively identify risks to reduce the likelihood of escalations and client impact.
• Ensure quality service in collaboration with the IT Solutions Team.
• Act as an interface into escalation management and consistently communicate with the client appropriately.
• Actively ensure root cause analysis is undertaken for ongoing issues and the root cause is clearly understood.
• Manage employee relations, supported by the Talent Team, for the team members.
• Resolve all queries within agreed service level agreements and escalates when necessary.
• Arrange external technical support where problems cannot be resolved in house.

The right candidate:

• 4 years’ experience working within an MSP/IT Solutions Business/Data Centre.
• Degree educated within IT Science/Telecoms.
• Technical support skills of a 2nd line.
• Experience leading a team.
• Strong business skills with a demonstrable track record of achievement.
• Resourceful, self‑motivated and decisive with strong decision‑making capability.
• Good verbal and written communication skills.
• Excellent time management and organisation.
• High attention to detail.
• Highly organised and deadline focused.
• Team player.
• Customer focus.

Benefits:

• Employee Share Plan
• Company pension scheme
• 25 days of annual leave allowance that increases with years served (excluding bank holidays)
• Access to Spill, our mental health support partner
• Cycle to work scheme
• Half‑price gym memberships through the healthcare provider
• Free eye test
• Hastee app, to help manage your salary and finances

Diversity, inclusion, and equal opportunities:

We aim to be an equal opportunities employer and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.

We aim to create a working environment free of bullying, harassment, victimisation, and unlawful discrimination, promoting dignity and respect for all, and where individual differences and the contributions of all staff are recognised and valued.

This commitment includes training managers and all other employees about their rights and responsibilities under the equality, diversity, and inclusion policy. Responsibilities include staff conducting themselves to help the organisation provide equal opportunities in employment, and prevent bullying, harassment, victimisation, and unlawful discrimination.

Vorboss promotes step‑free access at our main headquarters, whilst taking into consideration physical barriers employees might face across all other sites.