Service Desk Team Lead

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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.