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# IT Helpdesk Team Lead

- **Company:** Affinity Trust
- **Location:** Thame, UK
- **Experience:** Expert
- **Salary:** £43,080.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Microsoft Azure, Business Software, Cyber Security, Microsoft Software, Windows Servers, Microsoft SharePoint, Microsoft InTune, Information Technology, Wireless Technologies
- **Published:** July 15, 2026
- **Apply:** https://uk.indeed.com/viewjob?jk=f1550e19bfb19c73

## About the Role

You will have experience in IT support or service desk work, alongside the confidence to lead a small team. You will be organised, proactive and committed to delivering excellent customer service.

What we are looking for

 * Experience in an IT support or service desk environment.
 * Experience leading, supervising or supporting a small team.
 * Strong communication and customer service skills.
 * Good knowledge of Microsoft 365, Windows 11 and common business applications.
 * Experience troubleshooting hardware, software, connectivity, printer and peripheral issues.
 * Understanding of networks, wireless technologies and mobile device management.
 * Working knowledge of Active Directory, Windows Server, Azure, SharePoint, Intune, IT security and data protection.
 * Relevant technical qualification, equivalent experience or evidence of ongoing IT development.

It would be great if you also have

 * Experience in a social care, charity or multi-site organisation.
 * Experience supporting system implementation or service improvement projects.
 * Knowledge of ITIL principles or service management best practice.
 * Microsoft, CompTIA, ITIL or equivalent certification.

## Description

We are looking for an experienced IT Helpdesk Team Lead to manage our IT Support Team and ensure colleagues receive a responsive, professional and effective support service.

You will oversee helpdesk activity, act as an escalation point for complex issues, identify service trends and drive continuous improvement across IT support processes.

What you will do

 * Lead, coach and develop the IT Support Team.
 * Allocate, prioritise and monitor helpdesk tickets to meet service standards.
 * Resolve and escalate complex IT issues as needed.
 * Review ticket trends and recommend service improvements.
 * Maintain the helpdesk ticketing system and self-help portal.
 * Support Windows devices, Microsoft 365, printers, networks, mobile devices and other IT systems.
 * Support IT security processes, user access, device compliance and safe handling of data.
 * Evaluate new systems and solutions, providing practical feedback on usability, security and impact.


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