IT Service Desk lead- L3

We are seeking a proactive and experienced IT Service Desk Lead to oversee support operations within secure and regulated environments, including public sector contracts. The successful candidate will lead a team of analysts, ensure high-quality service delivery, and maintain compliance with government and contractual security standards., Leadership & Team Management

Lead and mentor a team of IT Service Desk Analysts supporting secure/public sector contracts.

Allocate tasks, monitor performance, and ensure adherence to SLAs and KPIs.

Conduct regular team meetings, training sessions, and performance reviews.

Act as an escalation point for complex or sensitive technical issues.

Provide first-line IT support to users across secure/public sector contracts via phone, email, and ticketing systems.

Troubleshoot hardware, software, and network issues in a secure environment.

Manage user access and permissions in accordance with contract-specific security requirements.

Escalate unresolved issues to appropriate internal teams while maintaining documentation.

Service Delivery & Security Compliance

Oversee day-to-day IT support operations, ensuring secure and efficient resolution of incidents and requests.

Ensure all support activities comply with public sector regulations (e.g., GDPR, Cyber Essentials, ISO 27001).

Manage secure access provisioning, de-provisioning, and identity management processes.

Collaborate with cybersecurity and compliance teams to address risks and incidents.

Public

Process Improvement & Reporting

Identify opportunities to improve service desk processes and user experience.

Maintain accurate documentation of procedures, incidents, and resolutions.

Generate reports on service desk performance, security incidents, and compliance metrics.

Support audits and reviews related to public contract obligations.

Do you have experience in Technical support?, Proven experience in IT Service Desk or Technical Support roles, with at least 5 years in a leadership or supervisory capacity.

Strong understanding of secure IT environments and public sector compliance requirements.

Proficiency in ITSM tools (e.g., ServiceNow).

Excellent communication, leadership, and stakeholder management skills.

Ability to manage sensitive information with discretion and integrity.

Certifications such as ITIL Foundation, CompTIA Security+, or Microsoft Certified: Endpoint Administrator are highly desirable.

Preferred Experience:

Experience supporting secure/public sector contracts (e.g., MOD, NHS, government departments).

Familiarity with endpoint protection, IAM systems, and remote support tools.

Exposure to contract-specific SLAs, KPIs, and audit processes.

Understanding of NCSC guidelines and Cyber Essentials Plus., * Service Desk Lead: 7 years (required)

Job Types: Full-time, Permanent

Pay: £25,000.00-£30,000.00 per year