Service Desk Team Leader

Service Desk Team Leader

Location:

London (Office‑based)

Salary: £45,000 – £50,000 basic salary + bonus.

Work arrangement:
Permanent, Full‑Time;
Office‑based (Monday to Friday).

• Performance‑related bonus
• Sponsored training and professional development
• Incentives for achieving Microsoft certifications
• Company pension scheme
• Private medical insurance
• Income protection insurance
• Employee Assistance Programme (wellbeing, physical & financial support)
• 34 days annual leave (including bank holidays and an additional day off for your birthday)
• Company sick pay

This organisation is a well‑established IT services and managed services provider with over 30 years’ experience delivering secure, high‑quality technology solutions to professional and financial services clients. Operating in highly regulated environments, the company supports demanding customers across legal, private equity, venture capital, and investment sectors, including several top‑tier UK law firms.

The business is a long‑standing Microsoft partner with strong cloud, modern workplace, and security capabilities. Known for consistently delivering on its commitments, it has built a reputation for quality, reliability, and technical excellence.

• Lead, motivate, and develop a high‑performing Service Desk team, embedding best‑practice ITIL behaviours
• Act as deputy to the Service Desk Manager, supporting day‑to‑day operations and team performance
• Drive continual service improvement across processes, tooling, and customer experience
• Act as an escalation point for technical and service‑related issues, supporting effective resolution
• Foster a collaborative, accountable, and customer‑focused culture within the Service Desk

• Previous experience working within an MSP or service provider environment
• Strong practical knowledge of ITIL processes and service desk operations
• Proven experience managing and developing service desk or technical support teams
• Strong exposure to Microsoft technologies, including:
• Microsoft 365
• Intune
• Teams
• Share Point
• Azure
• Experience coordinating incident and major incident management
• Comfortable managing workloads, rotas, SLAs, and service quality metrics
• Excellent written and spoken English

• A natural leader who inspires confidence and enjoys developing others
• Positive, motivational, and able to bring energy and structure to a busy service desk
• Accountable, with a strong sense of ownership for team performance and service outcomes
• Empathetic and approachable, with the ability to support team wellbeing as well as development
• A collaborative team player who values feedback and continuous improvement