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 operationsAbout 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 experienceWhat 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 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