Job Description
About the Company
Are you an approachable and technically capable IT professional ready to lead a high-performing Service Desk team? Do you thrive on delivering exceptional customer service while managing daily IT operations in a dynamic environment? Coba IT is hiring on behalf of a prestigious client for an exciting opportunity based in south Northants. This is your chance to step into a leadership role within a world-class technology team, driving service excellence and operational efficiency.
About the Role
As Service Desk Team Lead, you will manage a small team of Service Desk analysts, championing outstanding IT support across applications, infrastructure, and end-user devices. You’ll combine hands-on technical expertise with leadership skills to ensure smooth operations and exceptional user experience.
Responsibilities
* Lead and mentor the Service Desk team, supporting development and performance.
* Act as the primary interface between IT and end users, ensuring clear communication and top-tier service.
* Manage Service Desk operations, including queue management, SLA adherence, and escalation handling.
* Provide hands-on 1st and 2nd line support for laptops, iPads, mobile devices, using tools like Intune and Active Directory.
* Oversee device management and maintain supplier relationships.
* Produce KPI reports, analyse ticket trends, and identify opportunities for automation and ITIL best practices.
* Collaborate with IT peers to optimise ServiceNow ITSM functionality and enhance service delivery.
* Provide occasional out-of-hours escalation support.
Qualifications
* Proven experience leading or mentoring a technical support team.
* Strong background in 1st and 2nd line support for end-user devices.
* Experience with Intune and Active Directory.
* Excellent communication and stakeholder engagement skills.
* Familiarity with ITIL principles and KPI-driven service improvements.
* Creative problem-solving mindset and collaborative approach.
Required Skills
* Proven experience leading or mentoring a technical support team.
* Strong background in 1st and 2nd line support for end-user devices.
* Experience with Intune and Active Directory.
* Excellent communication and stakeholder engagement skills.
* Familiarity with ITIL principles and KPI-driven service improvements.
* Creative problem-solving mindset and collaborative approach.
Preferred Skills
* Experience with ITIL principles and KPI-driven service improvements.
* Creative problem-solving mindset and collaborative approach.
Pay range and compensation package
Competitive salary and discretionary bonus scheme. Private healthcare, pension plan, life assurance. Childcare benefits, cycle-to-work, tech and car schemes. Access to state-of-the-art facilities including on-site gym, fitness classes, and bistro café.
Equal Opportunity Statement
Ready to lead and make an impact? Apply today through Coba IT and take the next step in your IT leadership career.