Service Desk Team Lead

a { text-decoration: none; color: 464feb;}tr th, tr td { border: 1px solid ;}tr th { background-color: ;} An exciting opportunity has arisen for an experienced IT Service Desk Team Leader to join a growing and forward-thinking organisation in a newly created role. You’ll lead a small but capable service desk team supporting approximately 260 users, while acting as the senior escalation point for complex issues and driving service improvements.

The Role This is a player-manager position, ideal for someone who enjoys staying close to technology while developing and mentoring others. You will:
Lead and support a team of 2 Service Desk Analysts Act as the primary 3rd line escalation point for BAU incidents and service requests Own day-to-day service desk operations and ensure strong SLA performance Work closely with wider IT teams on escalations, projects, and improvements Drive process improvements aligned to ITIL best practices Technology Environment You’ll be working across a modern Microsoft environment, including:
Microsoft 365 Azure / Entra e (endpoint management & MDM) Power Shell (automation & scripting) Jira / ITSM tooling

Key Responsibilities Provide hands-on 3rd line support across cloud, endpoint, and identity services Manage user access, devices, and security controls following best practice Oversee device lifecycle, provisioning, and compliance Mentor and develop team members, supporting their technical growth Build strong relationships with internal stakeholders and external vendors Ensure accurate documentation and consistent service processes What We’re Looking For Experience in a Service Desk Team Lead or Senior/3rd Line role Strong technical skills across M365, Azure/Entra, and Intune Scripting experience (Power Shell preferred) Knowledge of ITIL processes and service management principles Experience using tools such as Jira (or similar ITSM platforms) A proactive, hands-on mindset with excellent communication skills