IT Service Desk Team Lead

MCS is an independent company specialising in building services, particularly in the design, installation, and delivery of mechanical and electrical engineering solutions. As our company continues to expand, we are actively seeking a passionate and dedicated Service Desk Team Lead to join our dynamic team and contribute to our growth.

As the Service Desk Team Lead at MCS, you will be responsible for overseeing the daily operations of the service desk, ensuring the delivery of high-quality technical support to our clients and internal teams. This is a hands‑on role where you will actively participate in resolving technical issues, providing guidance and support alongside your team. You will lead and mentor a team of service desk analysts, fostering a collaborative environment that prioritises customer satisfaction, timely resolution of issues, and continuous improvement of service delivery processes.

Your leadership will be key in implementing best practices, managing escalations, and driving efficiency within the team. Our service desk operations utilise HaloITSM to manage incidents, track requests, and streamline workflows, enabling you and your team to deliver effective and efficient support. Additionally, you will collaborate with other departments to support the company’s overall technology strategy and business objectives.

• Proven experience in IT service desk management
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  Candidates should demonstrate a comprehensive background in managing IT service desk operations, including overseeing daily workflows, assigning tasks, and monitoring performance indicators. Experience should reflect the ability to drive both strategic and operational improvements, ensuring the delivery of prompt, effective technical support in a fast‑paced business environment.
• Excellent leadership and mentoring skills
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  Applicants must possess a strong record of leading, developing, and motivating technical teams. This includes facilitating ongoing professional learning, conducting regular team meetings, building a collaborative atmosphere, and providing constructive feedback to encourage growth and best practices among service desk analysts.
• Advanced technical troubleshooting abilities
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  The ideal candidate will serve as the key escalation point for complex 2nd and 3rd line technical issues, leveraging deep technical expertise to diagnose and resolve intricate problems. Experience in coordinating with external vendors and partners to address incidents requiring specialised knowledge or additional resources is essential.
• Strong organisational and problem‑solving skills
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  Candidates are proactive in identifying challenges and implementing innovative solutions to improve service delivery. This includes managing competing priorities, streamlining processes for efficiency, and driving initiatives for continuous improvement within the team and across the organisation.
• In‑depth knowledge of current IT technologies and best practices
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  Applicants should be well‑versed in modern IT support environments, such as cloud‑based infrastructure, cybersecurity protocols, and process automation. Staying current with evolving industry standards and emerging technologies is vital for ensuring best‑practice delivery and robust IT solutions.
• Excellent interpersonal and communication skills
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  This role requires the ability to build strong relationships across all levels of the business, interact confidently with clients, and effectively communicate technical concepts to both technical and non‑technical colleagues. Strong written and verbal communication skills are essential for documentation, reporting, and customer engagement.
• Experience in service‑oriented businesses
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  Previous experience working within industries that prioritise rapid response and high levels of customer service, such as facilities management, engineering, or IT support, will be highly advantageous. Adaptability, resilience, and the ability to thrive amid changing priorities are key attributes.
• Relevant certifications
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  While not mandatory, certifications such as ITIL, CompTIA, Microsoft 365 Certifications or other recognised qualifications in…