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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 ID
- Intune (endpoint management & MDM)
- PowerShell (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 (PowerShell 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
