Service Desk Team Lead

About the Role

Ready to take the next step in your IT support career?

We're looking for an experienced Service Desk Team Lead to play a key role in shaping and improving IT services across the organisation. This is a fantastic opportunity for someone with strong 1st and 2nd line support experience who is ready to combine their technical expertise with leadership responsibilities. You'll lead a small team of Service Desk Technicians, act as a senior escalation point, and drive continuous service improvement initiatives that enhance the experience of UKTL colleagues and stakeholders.

If you're passionate about delivering exceptional customer service, developing people, and improving IT operations, we'd love to hear from you.

As Service Desk Team Lead, you'll balance hands-on technical support with people leadership and service improvement responsibilities.

You will:

• Lead, coach and support a team of two Service Desk Technicians, creating a positive and high-performing team culture.
• Provide day-to-day supervision, guidance and mentoring to team members, helping them develop their technical capabilities and customer service skills.
• Undertake line management responsibilities, including performance management, development conversations, objective setting and wellbeing support.
• Act as a technical escalation point, providing expert 1st and 2nd line support for hardware, software, networking and user issues.
• Take ownership of complex incidents and service requests, ensuring timely resolution and effective communication throughout.
• Manage and monitor Service Desk queues, ensuring tickets are prioritised appropriately and service levels are achieved.
• Drive continuous improvement across the Service Desk, identifying opportunities to enhance processes, increase efficiency and improve the user experience.
• Use Service Management tools to manage incidents, requests, assets and change activities in line with ITIL best practice.
• Collaborate with internal teams and third-party suppliers to resolve technical issues and improve service delivery.
• Maintain and develop knowledgebase articles, user guides and support documentation.
• Deliver training, guidance and knowledge sharing sessions for end users and Service Desk colleagues.
• Support Audio Visual technologies and meeting room services for internal and external events.
• Ensure asset and configuration records are maintained accurately.
• Champion excellent customer service and act as an ambassador for IT across UKTL.

Successful Applicants must be able to commute to the UKTL offices in Birmingham at least twice a week.

We strive to offer a great work life balance - if you are looking for full time, part time or flexible options, we will try to make this work where business possible. This will be dependent on the kind of role you do and part of the business you work in.

We're interested in candidates who can demonstrate:

• Proven experience delivering 1st and 2nd line IT support in a Service Desk or IT Support environment.
• Experience leading, mentoring or supervising others, with the confidence to support team development and performance.
• Strong troubleshooting skills across hardware, software, Microsoft technologies and end-user devices.
• A customer-first approach and a passion for delivering an excellent support experience.
• Experience working with Service Management tools and ticketing systems.
• Knowledge of ITIL principles and service management best practices.
• The ability to prioritise workloads, manage competing demands and remain calm under pressure.
• Excellent communication skills with both technical and non-technical stakeholders.
• A proactive mindset with a genuine desire to improve services and drive positive change.

This role offers the opportunity to make a genuine impact. You'll not only lead a small team and solve technical challenges, but you'll also help shape the future of IT service delivery r ideas, experience and leadership will directly contribute to improving services, enhancing user satisfaction and supporting UKTL's wider mission.

If you're an experienced Service Desk professional looking for a leadership role where you can combine technical expertise, people management and service improvement, we'd love to hear from you.

We actively recruit citizens of all backgrounds, but the nature of our work in this specific area means that nationality, residency and security requirements are more tightly defined than others. To work in this role,
you will need to hold an SC…