Salary: £36,000 - 40,500 per year Requirements: Substantial experience in a 1st Line Support role Experience or strong desire to manage and develop a team Effective troubleshooting ability across hardware, software, operating systems, networking fundamentals, remote support tools, and IT administration Proactive mindset with a focus on reducing repeat issues and improving service reliability Excellent interpersonal, organisational, and communication skills, with the ability to work independently and under pressure Enthusiastic team player with a positive, solution-focused attitude Willingness to learn new technologies and adapt to evolving processes Security-aware, with an understanding of cyber-security best practices Full driving licence with business insurance (or ability to travel effectively across non-public-transport areas) Consistent demonstration of organisation-wide values and behaviours Responsibilities: Manage, inspire, and develop a regional team of 1st line support analysts, ensuring high-quality customer experience and consistent service delivery Troubleshoot and resolve 1st line technical issues across hardware, software, applications, and endpoints, escalating only after full triage and recreation Champion an always learning culture, reducing unnecessary escalations and accelerating ticket resolution Deliver proactive support by identifying opportunities to prevent issues before they occur Maintain a thorough understanding of the organisations technology stack, including endpoint preparation, lifecycle support, and decommissioning Provide on-site support across the region, including for field-based colleagues. Travel is required Demonstrate empathy, patience, and strong customer experience awareness in every interaction Remain independently curious and committed to upskilling in response to evolving technologies Carry out additional duties as required, consistent with the scope of the role Technologies: Hardware Support Network Security More: We are Network IT, supporting a growing organisation within the IT & Innovation directorate. We are seeking a Senior IT Service Desk Lead to deliver exemplary first-line technical support while also leading and developing a regional team of analysts. This role blends hands-on technical troubleshooting with people leadership, ensuring our colleagues across the region receive high-quality, customer-focused IT support. Our team values presence, accessibility, and a proactive mindset to achieve success. last updated 6 week of 2026