Job Description IT Service Desk Team Leader King’s Lynn, Hybrid Working £40,000 – £50,000 Monday to Friday - 9:00am – 5:30pm We are looking for an experienced and motivated IT Service Desk Team Leader to lead and develop a growing Service Desk function. This is a leadership-first role — ideal for someone already leading a Service Desk team or a senior engineer who has consistently demonstrated strong mentoring and leadership capabilities and is ready to transition into a dedicated people leadership position. The Role As IT Service Desk Team Leader, you will oversee the day-to-day performance of the Service Desk team, ensuring high standards of service delivery, SLA performance, customer satisfaction, and technical quality. Rather than being heavily ticket-focused, this role is centred around leadership, coaching, operational oversight, escalations, and team development. You’ll play a key role in shaping a growing support function while working closely with Directors as part of a developing leadership team. Key Responsibilities Lead, coach, and support a growing team of Service Desk Engineers Monitor ticket queues to ensure effective prioritisation and SLA performance Act as an escalation point for client issues via phone, email, and ticketing systems Oversee service quality, documentation standards, and reporting through ConnectWise Conduct 1:1s, manage holidays, support staff development, and drive team performance Ensure compliance with GDPR, DSPT, Cyber Essentials, and ISO27001 standards Support recruitment and onboarding of new Service Desk Engineers Work closely with senior leadership to improve operational processes and service delivery Support ticket handling only during exceptional peak periods Technology Environment You’ll be working within modern Microsoft environments including: Microsoft 365 SharePoint OneDrive Intune MFA ConnectWise Manage, Automate, BrightGauge, SmileBack Unifi WiFi & Networking DrayTek Routing Dell Laptops & Desktops You’ll also collaborate with third-party providers. What We’re Looking For Previous experience leading or mentoring a Service Desk or IT Support team Fast-paced IT support background Excellent communication and stakeholder management skills Experience managing escalations, SLAs, and service quality Strong knowledge of Microsoft 365 environments Experience with ConnectWise or similar PSA/RMM platforms Understanding of compliance and security frameworks Passion for coaching, developing, and motivating teams Why Join? Clear progression path into senior operational leadership Hybrid working with one office anchor day per week in King’s Lynn Opportunity to shape and influence a growing support function Supportive leadership team and genuine career development Meaningful work within regulated and high-impact client environments Benefits 25 days annual leave rising to 30 days after 12 months plus bank holidays Contributory pension scheme Private healthcare, dental, and eye care Hybrid working flexibility Home working IT equipment provided Paid on-call allowance planned for later in 2026 (low call volume) If you’re looking for a leadership-focused opportunity where you can genuinely influence and grow a Service Desk function, please apply or contact Altered Resourcing for more info.