Job Description
a { text-decoration: none; color: #464feb;}tr th, tr td { border: 1px solid #e6e6e6;}tr th { background-color: #f5f5f5;} An exciting opportunity has arisen for an experienced IT Service Desk Team Leader to join a growing and forward-thinking organisation in a newly created role.
You’ll lead a small but capable service desk team supporting approximately 260 users, while acting as the senior escalation point for complex issues and driving service improvements.
The Role
This is a player-manager position, ideal for someone who enjoys staying close to technology while developing and mentoring others.
You will:
* Lead and support a team of 2 Service Desk Analysts
* Act as the primary 3rd line escalation point for BAU incidents and service requests
* Own day-to-day service desk operations and ensure strong SLA performance
* Work closely with wider IT teams on escalations, projects, and improvements
* Drive process improvements aligned to ITIL best practices
Technology Environment
You’ll be working across a modern Microsoft environment, including:
* Microsoft 365
* Azure / Entra ID
* Intune (endpoint management & MDM)
* PowerShell (automation & scripting)
* Jira / ITSM tooling
Key Responsibilities
* Provide hands-on 3rd line support across cloud, endpoint, and identity services
* Manage user access, devices, and security controls following best practice
* Oversee device lifecycle, provisioning, and compliance
* Mentor and develop team members, supporting their technical growth
* Build strong relationships with internal stakeholders and external vendors
* Ensure accurate documentation and consistent service processes
What We’re Looking For
* Experience in a Service Desk Team Lead or Senior/3rd Line role
* Strong technical skills across M365, Azure/Entra, and Intune
* Scripting experience (PowerShell preferred)
* Knowledge of ITIL processes and service management principles
* Experience using tools such as Jira (or similar ITSM platforms)
* A proactive, hands-on mindset with excellent communication skills