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# 1st Line Team Lead - IT Service Desk (Care Sector MSP)

- **Company:** Bleckfield Ltd
- **Location:** West Byfleet, UK
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Issue Tracking Systems, Networking Basics, Queue Management Systems, Microsoft InTune
- **Published:** September 22, 2026
- **Apply:** https://www.totaljobs.com/job/team-lead-service/bleckfield-ltd-job108016089

## About the Role

Solid 1st line experience with at least some time spent as a senior, mentor or lead - you know what a well-run queue looks like because you have run one

 - Strong Microsoft 365 administration knowledge and good Windows troubleshooting depth
 - Experience with PSA/ticketing systems and RMM tooling, and opinions on how they should be used properly
 - A coaching instinct: you get satisfaction from making other engineers better, not just from closing tickets yourself
 - Calm under pressure, organised, and comfortable holding a standard even when the queue is deep
 - Clear communication with technical and non-technical audiences alike
Advantageous

 - MSP or multi-client environment experience
 - Experience supporting the care or health sector
 - Exposure to Intune, Entra ID or basic networking
 - Willingness to obtain DBS clearance (required for this client)

## Description

We are looking for a 1st Line Team Lead to run the Tier 1 function of our service desk, supporting a major care sector group with a large multi-site estate across England and Scotland alongside our wider client base.
This is a working lead role: you will spend part of your time on the tools alongside the team and part running the desk - managing the queue, coaching the engineers, owning ticket quality and making sure nothing slips. The service desk sits at the heart of a newly signed managed service contract that is growing quickly, with a substantial site onboarding programme underway, and the Tier 1 team will grow with it. You will shape how that team works.
You will report to the Service Desk Manager function and work closely with 2nd/3rd line and the dedicated account engineers.
What you will be doing

 - Leading the day-to-day running of the Tier 1 desk: queue management, workload allocation, prioritisation and cover planning
 - Working tickets alongside the team, leading from the front on quality and pace
 - Coaching and developing 1st line engineers: regular 1:1s, ticket quality reviews, training plans and onboarding of new starters
 - Owning ticket quality standards: notes, categorisation, time recording and adherence to the QA framework, including additional review of elevated-risk tickets
 - Monitoring queue health and first-time resolution rates, and acting on the trends
 - Acting as the first escalation point for difficult tickets before issues reach management
 - Maintaining and improving runbooks and knowledge base articles so the team can self-serve
 - Feeding recurring issues and improvement ideas into the wider service improvement process