IT Service Desk Team Lead

Reed Technology is partnering with a leading Edinburgh-based organisation to recruit an IT Service Desk Team Lead. This is an excellent opportunity for an experienced IT support professional to lead a small team while remaining hands-on with technical operations and escalated support issues.

As the Team Lead, you will oversee the day-to-day delivery of IT support services, mentor Service Desk Analysts, and act as the senior escalation point for complex technical incidents.

Key Responsibilities

• Lead, mentor, and develop a small team of IT Support Analysts, fostering a high-performing and customer-focused support function.
• Serve as the senior 3rd-line escalation resource for complex technical issues, ensuring efficient and effective resolution.
• Administer and maintain Microsoft Azure, Microsoft 365, Intune, Identity and Access Management (IAM), and Mobile Device Management (MDM) platforms.
• Take ownership of office IT operations, including device deployment, lifecycle management, asset tracking, and provisioning processes.
• Promote and implement IT security best practices across systems, user access, devices, and operational processes.
• Maintain and enhance Jira workflows, technical documentation, and ITIL-aligned service management processes, driving continual improvement and operational efficiency.

Requirements

• Proven experience in a similar Service Desk Team Lead or IT Support leadership role.
• Demonstrable success in developing support teams and delivering high-quality IT services.
• Strong technical expertise in Azure, Microsoft 365, Intune, and MDM solutions.
• Good understanding of IT security principles and best practices.
• Experience with Power Shell scripting and systems automation would be highly advantageous.

What's on Offer

• Permanent position.
• Salary of up to £55,000 per annum.
• Hybrid working arrangement with up to two days per week in the office.
• Central Edinburgh location.