Service Desk Team Lead

a { text-decoration: none; color: #464feb;}tr th, tr td { border: 1px solid #e6e6e6;}tr th { background-color: #f5f5f5;}

We’re working with a growing organisation looking for an experienced IT Service Desk Team Leader to take ownership of their end-user support function and help drive a high-performing service culture.

This is a hands-on leadership role, combining technical expertise with team management, where you’ll lead from the front while shaping service delivery across multiple locations.

The Role

As Service Desk Team Leader, you’ll be responsible for the day-to-day running of the IT Service Desk, acting as the senior point of escalation while ensuring a consistently high level of service delivery.

You’ll lead a small team, work closely with wider IT functions, and play a key role in improving processes, systems, and user experience. 

Key Responsibilities

• Act as the primary escalation point (3rd line) for complex IT issues
• Lead, coach, and mentor a team of Helpdesk Analysts
• Ensure effective delivery of 1st–3rd line support in line with SLAs
• Administer and support Microsoft 365, Azure, and Intune environments 
• Manage end-user devices, MDM, and endpoint lifecycle
• Oversee identity and access management (Azure AD / Entra ID)
• Apply strong cyber security principles across user environments
• Own IT operations across multiple office locations
• Manage hardware provisioning, onboarding/offboarding, and asset tracking
• Oversee vendor relationships, licensing, and IT purchasing
• Drive ITIL-aligned processes (Incident, Problem, Change)
• Maintain accurate documentation and identify opportunities for improvement

What We’re Looking For

• Proven experience in a Service Desk Lead / Team Lead / Senior Support role
• Strong technical background across:
  • Microsoft 365
  • Azure
  • Intune / Endpoint Management
• Experience with access management / IAM
• Solid understanding of ITIL processes
• Experience working in a hands-on support environment while leading a team
• Strong communication skills and ability to engage with stakeholders at all levels

Desirable:

• Microsoft certifications (M365, Azure, Endpoint)
• ITIL Foundation certification
• Scripting experience

Key Skills & Attributes

• Strong leadership and mentoring capability
• Customer-focused mindset with a commitment to service excellence
• Ability to prioritise and make decisions in a fast-paced environment
• High attention to detail and operational discipline
• Proactive approach to continuous improvement

What’s on Offer

• Hybrid working model
• Opportunity to shape and improve service delivery
• Collaborative and supportive IT environment
• Competitive salary and benefits package
• Real ownership and visibility within the business

If you're looking for a role where you can combine leadership with hands-on technical work and genuinely influence how IT services are delivered, this could be a great fit.