Provisioning Desk; User Request Team Lead

Provisioning Desk (Change User Request) Team Lead Position Overview

IT Provisioning Service Desk Team Lead

Location:

Kings Lynn

Salary: £40,000 to £50,000 (DOE)

Hours:

9:00am to 5:30pm Monday to Friday (one hour for lunch)

About Workplace IT Workplace IT is a Managed Service Provider (MSP) providing Co-Managed IT Outsourcing and Digital Safeguarding to large, Health Housing and Social Care organisations across the UK.

• Lead and support a growing team of Provisioning Desk Engineers
• Managing customer change user requests often scheduled in advance
• Keep tickets on track (reviewing, prioritising, coaching not firefighting)
• Act as an escalation point for clients, handling issues by phone followed by email and ticket
• Oversee quality, SLAs and documentation using Connect Wise
• Manage BAU team matters (1:1s, holidays, development)
• Ensure the team adhere to compliance including GDPR, DSPT, Cyber Essentials, ISO
  27001
• Support the recruitment of new Provisioning desk engineers
• Report into Directors and form part of a new leadership team
• Only work tickets in exceptional peak periods

• Microsoft 365 (One Drive, SharePoint, Intune, Automate, MFA)
• Unifi WIFI and Networking
• Draytek Routing
• Dell Laptop / Desktops
• Connect Wise Manage, Automate, Boost, Bright gauge and Smile back
• Working with third parties including Wavenet, Redcentric, One Advanced, Civica etc

• Clear career progression into senior operational leadership
• Hybrid working with one anchor office day per week in King's Lynn
• Increasing responsibility and salary as you grow with the business
• Meaningful work in regulated, high‑impact environments

• 25 days annual leave, rising to 30 days after 12 months plus UK bank holidays
• Contributory pension scheme
• Private health, dental and eye care
• Hybrid working flexibility
• Paid on call allowance (to be introduced later in 2026) (low call volume)
• Home working IT equipment provided

• 30–Minute Microsoft Teams Interview with the CTO
• 60–Minute in person interview at King’s Lynn including scenario based questions
• 60–Minute Online Personality Profiling and DBS Checking.

The successful candidate must be comfortable spending their first four weeks based full time in the King’s Lynn office, to support induction, onboarding and a full understanding of the organisation and service model.