IT Helpdesk Team Leader

We are seeking a hands on Provisioning Desk Team Leader to lead our Provisioning team, ensuring structured, high quality delivery of client IT change requests. You will combine technical expertise with leadership and process management, guiding a team that executes user provisioning and configuration tasks across Microsoft 365, MFA, and Intune environments., Lead and mentor a team of Provisioning Engineers. Provide support and absence cover for provisioning tickets. Ensuring SLA adherence and consistent performance. Oversee execution of structured IT change requests. Monitor ticket queues, ensuring accurate real-time updates within ConnectWise. Collaborate with the coordinator team to balance workload and resolve escalations. Maintain documentation standards and identify process improvements. Conduct quality reviews, performance reporting, and support team development. Manage communication between engineers, internal stakeholders, and client IT contacts. Handle complex provisioning tickets as a technical escalation point.

Do you have experience in Mentoring?, Strong technical skills in Microsoft 365 administration, MFA, and Intune. Proven experience mentoring or leading a small technical team within an MSP environment. Detail oriented, disciplined, and motivated by structure and consistency. Confident communicator with excellent written and verbal skills. Demonstrated ability to manage workloads, priorities, and SLA compliance. Proactive in identifying and implementing process improvements., * IT Service Desk / Change Management: 3 years (required)

£35,000 - £45,000 salary (dependent on experience). 25 days' holiday plus UK bank holidays (33 total). Contributory NEST pension. Personal development and leadership training. Defined career progression into Service Management or Technical Delivery. Collaborative, supportive UK-based team. Hybrid working model (home and King's Lynn office 1-2 days per week). Fully equipped home-working setup provided.

Workplace IT is the UK's leading provider of IT Managed Services to the Health and Social Care sector, supporting large, complex, and regulated environments.