IT Service Desk Team Leader

Most Service Desk Lead roles are about maintaining what’s already there.

This one isn’t.

• You’ll be shaping how the team actually works, not inheriting someone else’s system
• You’ll report directly into a newly-appointed Director who’s heavily investing time in getting this right
• There’s a genuine growth story here - the department’s been expanding steadily, and this role sits right in the middle of that

If you’re ready to lead a team properly, without giving up the technical side entirely, this is one to look at.

• A few years’ experience in IT Service Desk or IT support, ideally with some team responsibility already
• Comfortable with ITSM tools and ticketing systems
• Solid grounding in a Microsoft 365 / Azure / Windows environment
• Confident communicator - with your team, and with senior leadership

Are you the kind of Service Desk person who’s ready to lead, but doesn’t want to lose the technical side entirely?

We’re working with a business that’s restructuring its IT function and creating a brand-new role for it. This isn’t a tired, “step into someone else’s shoes” position - it’s being built from scratch around whoever takes it on.

What you’ll be doing

This isn’t a purely hands-off management role.

You’ll be:

• Leading a team of four 1st and 2nd line Service Desk analysts day to day
• Owning workload allocation, escalations, and making sure incidents get resolved within SLA
• Getting your hands dirty with tickets yourself when the team needs bolstering
• Building out proper incident, problem and request management processes - a lot of this currently lives in people’s heads, not in documentation
• Acting as the escalation point for the complex or high-priority stuff
• Reporting service desk performance up to senior leadership, in language they can actually use

What they care about

Yes, they want solid Service Desk management experience.

But more than that, they want:

• Someone who’s genuinely proud of the work they do, not just clocking in
• Someone ready to take a step up - this could be your first lead role, and that’s fine
• A person comfortable being hands-on with the team while still owning the bigger picture