IT Service Desk Team Leader
Edinburgh | 5 Days On-Site
We’re supporting a Legal client seeking an experienced IT Service Desk Team Leader to join their Edinburgh-based IT function and lead a small, high-performing support team.
This is a hands-on leadership role within a professional services environment, where service quality, responsiveness, and client experience truly matter. You’ll play a key role in ensuring smooth day-to-day operations while driving continuous improvement across the Service Desk.
The Role:As Service Desk Team Leader, you’ll combine technical expertise with people leadership — overseeing ticket flow, managing escalations, and maintaining high service standards.
You will:
Lead, mentor, and develop a small IT Service Desk team.
Oversee ticket queues, SLAs, and service performance.
Act as the primary escalation point for complex technical issues.
Drive improvements in processes, documentation, and knowledge sharing.
Collaborate with infrastructure and project teams on upgrades and service initiatives.
Support service reporting and contribute to wider IT strategy.
Occasional travel to other sites may be required.
What We’re Looking For:2+ years’ experience in IT Support or Service Desk roles
Previous leadership or senior-level experience preferred
Strong knowledge of Windows 11, Microsoft 365, and endpoint devices
Experience in Legal, Financial, or Professional Services environments (desirable)
Confident communicator with the ability to translate technical issues clearly
Organised, proactive, and comfortable managing competing priorities
Team-focused with a positive, solution-driven approach
Visible leadership role within a respected professional services firm
Opportunity to shape Service Desk standards and processes
Collaborative IT team environment
Real scope for professional growth and development
A role where your leadership will directly influence service quality
If you’re ready to step into a role where you can lead from the front, improve service delivery, and make a tangible impact — we’d love to hear from you.