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# IT Help Desk Team Leader

- **Company:** The Borough
- **Location:** London, UK
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** IEEE 802.1X, Microsoft Windows, Active Directory, JIRA, Cluster Analysis, Collaborative Software, VMware ESX Servers, Microsoft Exchange Server, File Server, Simple Mail Transfer Protocols, Windows Servers, Software Maintenance, Azure Active Directory, Microsoft SharePoint, Network Routing, Office365, Microsoft InTune, Storage Technologies, SolarWinds (Software), Commvault, Cisco, Servicenow
- **Published:** August 19, 2026
- **Apply:** https://www.apply4u.co.uk/jobs/x/44540099/

## About the Role

global policies and processes to resolve issues and problems. * Work with a "global mindset" to help ensure we deliver the same high service to our customers, regardless of location. Providing an escalation point for engineering and operations teams. What we're looking for: Experience & Knowledge * Previous experience within a customer facing IT Support Team leadership role/IT Support Team * Experience using Data to drive desired positive outcomes. * Good knowledge of ServiceNow ITSM (or similar). * Customer oriented, with a passion for delivering excellent service and continuous improvement. * A collaborator who can work within a framework of procedure and policies. * Self-motivated and able to use initiative. * Flexible and willing to work outside of the core hours if necessary. * Knowledge and some experience of products within the Microsoft 365 suite. * Good working knowledge of Productivity and collaboration applications such as Teams,
SharePoint, OneDrive, and Exchange would be advantageous. * Knowledge and experience of - o Active Directory & Azure Active Directory administration Skills - (Knowledge and/or experience/exposure of the following are required) * Experience with collaboration tools such as Jira/ServiceNow * VMWare ESXi, VCentre & Horizon * Storage technologies * Backup tools (i.e., Commvault or similar) * Azure AD (including, but not limited to conditional access, SSO, application registration, provisioning), M365 & Intune * Windows Server / client * Windows certificate services * Active Directory (and associated technologies), Exchange Server, clustering, and file servers * SMTP * HPe hardware * Network routing / 802.1x / firewalling * Cisco call manager * Monitoring and alerting techniques. (i.e., SolarWinds)

## Description

they remain relevant and effective in delivering the right outcome to our customer base. * Use existing Data (ticket & phone statistics) to ensure shifts are effectively managed, tickets are dealt with and the correct level of quality is being applied. * Continuously look for ways to develop & improve the entire team, identify training & personal development requirements. * Create and maintain accurate and concise ticket update/knowledgebase documentation within ServiceNow, with high focus on regional specifics. * Educate colleagues on best practice, adoption & utilization of technology to improve services. * Work with the IT Manager to identify trends/potential problems and plan to remediate. * Review all frequent "Start of Day" checks to ensure they remain effective. Be responsible for the operational stability for printers/peripherals. * Provide support with hardware and software maintenance. * Assist in leading, championing and adhering to all


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