IT Service Desk Team Leader

IT Service Desk Team Lead - Microsoft / Windows - Hull

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, 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.

Yes, they want solid Service Desk management experience., * 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, * 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