Job Overview
IT Service Desk Team Lead
Location: London (Hybrid – 3 days office-based)
Salary: £40,000 per annum (dependent on experience, with flexibility for the right candidate)
About the Role:
We are looking for an experienced and motivated IT Service Desk Team Leader to join our team. This is a hands-on role combining technical support with the opportunity to take ownership of the Service Desk function and develop into a leadership position. The successful candidate will have strong experience within an IT support environment, with excellent knowledge of Microsoft 365, Azure and general IT infrastructure. While previous team leadership experience would be beneficial, we are also open to considering a strong Senior Service Desk Engineer or IT Support professional who has the ambition and drive to step into a leadership role. You will play a key role in supporting the Service Desk team, ensuring excellent service delivery, resolving technical issues and helping to improve processes across the IT function.
Key Responsibilities
- Support the day-to-day running of the IT Service Desk and help ensure effective service delivery.
- Act as a point of contact for technical escalations and customer queries.
- Provide hands-on technical support across Microsoft 365, Azure, Active Directory and Windows environments.
- Manage and prioritise service desk tickets, ensuring issues are resolved efficiently.
- Support user administration, access management and troubleshooting of hardware, software and systems.
- Assist with onboarding and training of new employees.
- Work closely with colleagues to share knowledge and improve processes.
- Support IT projects, system improvements and operational activities.
- Liaise with customers, suppliers and external agencies when required.
Skills & Experience Required
- Previous experience working within an IT Service Desk, Helpdesk, Technical Support or IT Operations environment.
- Strong technical knowledge of Microsoft 365 and Azure.
- Experience with Active Directory / Entra ID and Windows environments.
- Good understanding of IT troubleshooting, systems and infrastructure.
- Excellent communication and customer service skills.
- Strong organisational skills with the ability to manage priorities.
- A proactive approach with the ability to take ownership of issues.
- A desire and ambition to develop leadership skills and take on increased responsibility.
Desirable Experience
- Previous experience mentoring, supporting or guiding colleagues.
- Experience within an MSP or customer-focused IT environment.
- Exposure to server administration, networking or IT projects.
Pay: From £40,000.00 per year
Experience:
Work Location: Hybrid remote in London EC4N
