Service Desk Team Lead

<p> a text-decoration: none; color: ; tr th, tr td border: 1px solid ; tr th background-color: ; </p><p>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.</p><p>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.</p> The Role <p>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.</p><p>You'll lead a small team, work closely with wider IT functions, and play a key role in improving processes, systems, and user experience. </p> Key Responsibilities <ul><li>Act as the primary escalation point (3rd line) for complex IT issues</li><li>Lead, coach, and mentor a team of Helpdesk Analysts</li><li>Ensure effective delivery of 1st-3rd line support in line with SLAs</li><li>Administer and support Microsoft 365, Azure, and Intune environments </li><li>Manage end-user devices, MDM, and endpoint lifecycle</li><li>Oversee identity and access management (Azure AD / Entra ID)</li><li>Apply strong cyber security principles across user environments</li><li>Own IT operations across multiple office locations</li><li>Manage hardware provisioning, onboarding/offboarding, and asset tracking</li><li>Oversee vendor relationships, licensing, and IT purchasing</li><li>Drive ITIL-aligned processes (Incident, Problem, Change)</li><li>Maintain accurate documentation and identify opportunities for improvement</li></ul> What We're Looking For <ul><li>Proven experience in a Service Desk Lead / Team Lead / Senior Support role</li><li>Strong technical background across: <ul><li>Microsoft 365</li><li>Azure</li><li>Intune / Endpoint Management</li></ul></li><li>Experience with access management / IAM</li><li>Solid understanding of ITIL processes</li><li>Experience working in a hands-on support environment while leading a team</li><li>Strong communication skills and ability to engage with stakeholders at all levels</li></ul><p>Desirable:</p><ul><li>Microsoft certifications (M365, Azure, Endpoint)</li><li>ITIL Foundation certification</li><li>Scripting experience</li></ul> Key Skills & Attributes <ul><li>Strong leadership and mentoring capability</li><li>Customer-focused mindset with a commitment to service excellence</li><li>Ability to prioritise and make decisions in a fast-paced environment</li><li>High attention to detail and operational discipline</li><li>Proactive approach to continuous improvement</li></ul> What's on Offer <ul><li>Hybrid working model</li><li>Opportunity to shape and improve service delivery</li><li>Collaborative and supportive IT environment</li><li>Competitive salary and benefits package</li><li>Real ownership and visibility within the business</li></ul><p>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.</p><img src="https://www.jobg8.com/Tracking.aspx?E%2fgP4FVXthXXiFarn7tHYLVuDxNz1gPNt" width="0" height="0" />