IT Service Desk Team Lead
IT Service Desk Team Lead - Lead the people. Own the tech. Shape the future.
£45,000 – £55,000 | Basingstoke (Hybrid – 3 days onsite)
You’re at your best when you’re leading from the front.
Part coach.
Part problem-solver.
Still technical enough to dive in when things get tricky.
This role is a genuine blend of hands-on technical work and team leadership. You’ll lead a small service desk and support team while staying close to the technology, not managing from a distance.
On top of that, you’ll play a key role in a major upcoming improvement: selecting and implementing a brand-new service desk ticketing platform, helping design the processes, workflows, and ways of working around it.
It’s an internal role within a multi-site organisation, running a modern Microsoft cloud environment and focused on improving both service quality and user experience.
What’s in it for you?
- Salary: £45,000 – £55,000
- Location: Basingstoke (hybrid - 3 days onsite, 2 from home)
- Balance: Lead a team while staying hands-on technically
- Influence: Real ownership of service desk operations and improvement initiatives
- Transformation: Play a key role in selecting and rolling out a new service desk system
- Environment: Modern workplace stack across Microsoft 365, Azure and Intune
- Stability: Internal role with a long-term focus
What you’ll be doing
- Leading and supporting a small service desk / support team (circa 5 people)
- Acting as the senior escalation point for technical issues when needed
- Overseeing day-to-day service desk operations, incidents, and service requests
- Monitoring performance against SLAs and driving continuous improvement
- Staying hands-on across the Microsoft stack:
- - M365 / Azure / Entra ID
- - SharePoint Online
- - Intune / & Autopilot
- - Modern Workplace & Endpoint Management
- Taking a lead role in the research, selection, and implementation of a new service desk ticketing system
- Helping define workflows, processes, reporting, and best practices around the new platform
- Working closely with stakeholders to improve how IT services are delivered across the business
- Improving documentation, processes, and team capability over time
- Helping shape the longer-term roadmap for internal IT services
What you’ll bring to the table
- A strong background in IT support / service desk environments
- Proven experience leading or mentoring a support team
- Solid hands-on experience across Microsoft 365 and modern workplace technologies
- Confidence managing escalations, priorities, and competing demands
- An interest in service improvement, tooling, and process design
- Clear communication skills with both technical and non-technical users
- Someone who enjoys improving how things work, not just keeping them running
This role is ideal if you want to lead a team, stay technical, and leave things better than you found them, including having a real say in the tools and processes the team uses every day.
Interested?
Send your CV to bob . bath @ mexasolutions . com and let’s have a confidential chat.