IT Service Desk Lead
Location: Melton Mowbray, LE13 1JE (Hybrid – 1 day per week WFH after 6-month probationary)
Salary: £28,000 - £32,500 per year + Benefits
Job Type: Full-time, Permanent
Are you an organised IT professional with a passion for running a busy Service Desk and helping a growing team succeed?
Do you enjoy keeping things on track, supporting colleagues, and making sure clients always get a first-class service?
If so, we have the perfect opportunity for you
Who We Are
Mark1 IT is a Managed Service Provider (MSP) providing outstanding IT support to businesses across the UK. As we continue to grow, we're looking for a Service Desk Lead to take ownership of the day-to-day running of our Service Desk.
This is a hands-on leadership role. You'll work tickets alongside the team but also keep the desk organised, ensure tickets are moving, and act as the first point of escalation for your colleagues. You'll help us raise standards, improve client service, and support the development of our junior team members.
Key Responsibilities
Service Desk Leadership
Run daily playbook checks, monitor SLAs and keep tickets progressing
Lead daily and weekly huddles, keeping the team organised and focused
Act as the first point of escalation for Service Desk issues before they reach management
Enforce ticket quality, ensuring notes, documentation, and time entries are complete
Team Support & Mentoring
Support and mentor junior colleagues, helping them develop skills and confidence
Provide overflow phone cover when other staff are unavailable
Cover holiday and sickness absence for Service Desk staff, including basic on-site visits
Client Service
Provide excellent phone and email support to Clients, delighting them with quick and friendly service
Ensure Clients receive regular updates and professional communication
Carry out basic on-site support when Engineers are unavailable
Reporting & Collaboration
Work with the Business Support Executive to review Service Desk KPIs and take proactive steps to improve performance
Escalate risks or recurring issues appropriately
Ensure clear, professional communication with both clients and colleagues
Probationary Period
This role has a 6-month probationary period. During this time, you'll be expected to:
* Demonstrate strong organisational and leadership behaviours
* Work tickets and learn our systems, processes, and clients
* Begin taking initiative with playbook checks, ticket quality, and client communication
By the end of probation, you should be confidently owning the day-to-day running of the Service Desk, including escalations, huddles, and team organisation.
What We're Looking For
Strong organisational skills and attention to detail
Assertive and proactive, with the ability to drive standards and processes
Excellent communication skills, able to explain technical issues clearly to clients and colleagues
Solid technical ability in Microsoft 365, workstations, networking and troubleshooting
A customer-focused mindset with a desire to deliver a brilliant experience
Full UK Driving Licence (essential for occasional client site visits)
Beneficial experience:
* Previous Service Desk Lead or Team Lead role
* MSP background
* IT certifications such as Microsoft, ITIL or ITSM
* Experience with PSA and RMM tools
Why Join Mark1 IT?
* Career Growth – This role provides a natural pathway into future leadership positions such as Service Desk Manager or Operations Manager.
* Recognition & Rewards - Your contributions will be valued and rewarded.
* Work-Life Balance - Hybrid working after probation (1 day per week WFH).
* 20 days holiday + your birthday off
* Monthly benefit package (£30 value - gym membership, gift box, etc.) after 6 months
* 5% employer pension contribution
* Quarterly team events - go-karting, paintball, meals out
* Free Friday breakfast for the team
* Training and certification support (Microsoft, Veeam, etc.)
* Modern working environment with high-spec equipment
How to Apply
If you're ready to step up and lead a busy Service Desk, we'd love to hear from you.
Apply now and join a company where your leadership makes a real impact.
Job Types: Full-time, Permanent
Pay: £28,000.00-£32,500.00 per year
Benefits:
* Company pension
Application question(s):
* Are you comfortable providing basic on-site support when required (e.g. workstation swaps, equipment installs)?
* Have you worked in a Managed Service Provider (MSP) or similar multi-client IT support environment?
* Do you have experience leading or mentoring colleagues in an IT environment?
Education:
* GCSE or equivalent (required)
Experience:
* IT Support: 3 years (required)
* Networking & Server Hardware/Software: 1 year (required)
Licence/Certification:
* Manual Vehicle Driving Licence (required)
Work Location: In person