Location | Kings Lynn
Salary | £40,000 to £50,000 (DOE)
Hours: | 9:00am to 5:30pm Monday to Friday (one hour for lunch)
About Workplace IT
Workplace IT is a Managed Service Provider (MSP) providing Co‑Managed IT Outsourcing and Digital Safeguarding to large, Health Housing and Social Care organisations across the UK.
We’re looking for a Service Desk Team Lead to lead and coach our Service Desk team. This is very much a team leadership role, not a ticket role.
This role is Ideal for an experienced Service Desk Team Lead or senior engineer who has consistently demonstrated leadership capability, and is ready to move into a dedicated people leadership role.
What you’ll do
* Lead and support a growing team of Service Desk Engineers operating 7 x days per week
* Keep tickets on track (reviewing, prioritising, coaching not firefighting)
* Act as an escalation point for clients, handling issues by phone followed by email and ticket
* Oversee quality, SLAs and documentation using ConnectWise
* Manage BAU team matters (1:1s, holidays, development)
* Ensure the team adhere to compliance including GDRP, DSPT, Cyber Essentials, ISO27001
* Support the recruitment of new service desk engineers
* Report into Directors and form part of a new leadership team
* Only work tickets in exceptional peak periods
Core Technology Environments
* Microsoft 365 | OneDrive | SharePoint | Intune | Automate | MFA
* Unifi WIFI and Networking
* Draytek Routing
* Dell Laptop / Desktops
* ConnectWise Manage, Automate, Boost, Bright gauge and Smile back
* Working with third parties including Wavenet, Redcentric, One Advanced, Civica etc
Why this role
* Clear career progression into senior operational leadership
* Hybrid working with one anchor office day per week in King’s Lynn
* Increasing responsibility and salary as you grow with the business
* Meaningful work in regulated, high‑impact environments
Benefits
* 25 days annual leave, rising to 30 days after 12 months plus UK bank holidays
* Contributory pension scheme
* Private health, dental and eye care
* Hybrid working flexibility
* Paid on call allowance (to be introduced later in 2026) (low call volume)
* Home working IT equipment provided
Interview Process
* 30 – Minute Microsoft Teams Interview with the CTO
* 60 – Minute in‑person interview at King’s Lynn including scenario based questions
* 60 – Minute Online Personality Profiling and DBS Checking
Note:
The successful candidate must be comfortable spending their first four weeks based full time in the King’s Lynn office, to support induction, onboarding and a full understanding of the organisation and service model.
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