Service Desk Team Lead

Our client is seeking a Service Desk Team Lead to lead their 1st line support team in the South region. This role combines hands‑on technical support with team leadership, requiring someone who can deliver excellent service whilst managing and developing a team of analysts.

You will provide first line IT technical support to internal colleagues whilst managing a team of 1st line analysts. The position requires a balance of technical expertise and leadership skills to ensure the team delivers high‑quality support services across the region.

Key responsibilities include troubleshooting and resolving 1st line technical issues, hardware problems and application queries. You will act as a gatekeeper for escalations, ensuring thorough investigation occurs before issues are passed to senior team members or third parties. The role focuses on developing an "always learning" culture to reduce unnecessary delays in ticket resolution.

The position requires a proactive approach to service delivery. You will work to prevent technical issues before they occur, minimising the impact on colleagues. This means staying current with the technology estate and understanding how to support it effectively.

You will manage the full lifecycle of endpoints, from preparation through to decommissioning, regardless of technology type. The role requires travel within the South region to support specific issues and field‑based colleagues.

Essential experience in 1st line support is required, along with proven leadership abilities or genuine enthusiasm to manage a talented team. You should demonstrate a proactive approach to reducing repeat issues by learning from tickets and minimising failure demand.

Strong troubleshooting skills are essential. You need the ability to diagnose and resolve hardware and software issues or recreate problems to enable appropriate escalation. Experience with operating systems, basic networking, software installation and configuration, remote support and IT administrative tasks is required.

A full driving licence is required, or the ability to travel efficiently to areas not covered by public transport.

James Andrews is acting as an employment agency and business in relation to this role.

At James Andrews Recruitment Solutions we try to respond to all applications personally, however, due to the high volume of applications this is not always possible. If you have not heard back from us within 72 hours, please assume that your application has been unsuccessful on this occasion.

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