Service desk team leader Work, Jobs in Birmingham (with Salaries)

Senior 1st Line Support Analyst
Intercity Technology —Birmingham
- Hybrid work
- Windows
- Communication skills
- Employee assistance programme
Service Desk Analyst
Rubix —Sandwell
- Full-time
- Azure
- Microsoft Outlook
- Customer service
7d
Service Delivery Manager
Shoosmiths —Birmingham
- Hybrid work
- Analysis skills
- IT
- Leadership
Senior Service Desk Engineer
Zenzero Solutions —Coventry
- Azure
- Microsoft Office
- AWS
IT Service Desk Support Apprentice
QA Apprenticeships —Redditch
- £15,600 - £21,158 a year
- Monday to Friday
- Communication skills
20h
Plant Hire Technical Support Advisor
SunbeltRentals —Solihull
- Monday to Friday
- Customer service
- Computer literacy
- Microsoft Office
- Annual leave
Quick apply
Service Desk Analyst
Gallifordtry —Hinckley
- Full-time
- Customer service
- IT
- Communication skills
- Employee assistance programme
- Employee discount
2nd Line Support Technician
Converge Technology Solutions —Stafford
- £26,000 - £28,900 a year
- Full-time
- Hybrid work
- Azure
- Software troubleshooting
- Customer service
- Annual leave
4d
Technical Services Manager - EUC
The Royal Orthopaedic Hospital NHS Foundation Trust —Birmingham
- £49,387 - £56,515 a year
- Full-time
- Azure
- IT
- Leadership
3d
Senior IT Support Analyst
Macfarlane Group —Coventry
- £32,000 - £37,000 a year
- Full-time
- Hybrid work
- Customer service
- Travel
- SharePoint
- Free parking
- Annual leave
ICT Support Engineer
Independent Office for Police Conduct —Birmingham
- £34,067 a year
- Hybrid work
- Azure
- Management
- Microsoft Office
- Annual leave
- Employee assistance programme
2d
Service Delivery Manager
Intercity Technology —Birmingham
- Hybrid work
- IT
- Employee assistance programme
IT Service Delivery Manager
HCR —Worcester
- Organisational skills
- IT
- Communication skills
- Annual leave
- Gym membership
8d
Modern Workplace - Digital Experience Lead
NTT Ltd —Birmingham
- Scripting
- Communication skills
14d
Modern Workplace - Digital Experience Lead
NTT Data UK —Birmingham
- Scripting
- Communication skills
14d

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service desk team leader jobs near birmingham

Senior 1st Line Support Analyst

Intercity Technology -
Birmingham

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Job details

Permanent

Benefits

Company pension
Employee assistance programme

Qualifications

Jira
Driving Licence
SCCM
Windows
Remote access software
IT support
DNS
TeamViewer
ServiceNow
Communication skills
Active Directory
VPN

Full job description

About The Role

Step up. Take ownership. Raise the standard.

If you’re already a strong 1st Line Support Analyst and ready to step up, this is your move. We’re looking for a Senior 1st Line Support Analyst to join our Service Desk team.

This isn’t just about logging tickets. You’ll play a key role in how the 1st Line function runs day to day, supporting the Team Lead, improving ticket quality, and helping other analysts develop.

You’ll still be hands-on with technical support, but you’ll also be the person people turn to when things need escalating, sense-checking, or doing properly.

Our team provides 24/7 support to our customers and we work across 2 shift patterns, 07:00 – 16:00 and 10:00 – 19:00

This role is based in our Meppershall office (near Bedford), we offer hybrid working. A driving licence is required.

Key Responsibilities as a Senior 1st Line Support Analyst:

Support the day-to-day running of the 1st Line Service Desk alongside the Team Lead.
Act as the first point of contact for IT support queries across a range of clients.
Supporting and managing the team
Diagnose and resolve hardware, software, and basic network issues.
Accurately log, manage, and close tickets within agreed SLA’s.
Manage escalations from 1st Line analysts, ensuring quality and completeness.
Improve ticket standards across the team – clear updates, strong troubleshooting, correct categorisation.
Provide guidance, support, and on-the-job training to junior analysts.
Challenge unnecessary escalations and drive first-time resolution.
Communicate clearly with users at all levels, adapting your approach where needed.

What We’re Looking For:

Previous experience in a 1st line IT support or service desk environment.
Strong working knowledge of Windows OS and Microsoft 365.
Experience as a team leader or of managing within a team
Experience with Active Directory (user admin, password resets).
Understanding of networking fundamentals (Wi-Fi, VPN, DNS).
Experience using service desk tools such as ServiceNow, Freshdesk, or Jira.
Comfortable using remote support tools (e.g. TeamViewer, AnyDesk, SCCM).
Confidence in reviewing ticket quality and supporting others to improve.
Strong communication skills and a calm, structured approach under pressure.

Skills & Competencies:

Strong problem-solving ability with a proactive mindset.
Highly organised with good time management.
Confident supporting and guiding others.
Comfortable working in a fast-paced, SLA-driven environment.
Willing to learn, develop, and step into greater responsibility.

What We Offer:

33 days holiday (including bank holidays), increasing with service.
Annual pay reviews.
Holiday buy scheme.
All-company bonus scheme.
Death in service cover.
Employee assistance programme.
Company pension.
Active social calendar.
A strong focus on developing our people.

About Us

Intercity Technology provides reliable and secure technologies in communications, cloud, and managed services, with a big difference – Intercity is a technology solutions partner that isn’t all about tech. It’s about a great bunch of people combining their passion, expertise, and dedication to deliver extraordinary results for businesses.

Our vision is to be the best technology partner to work for and with – we are really proud of our achievements so far:

Customer Net Promoter Score of +92
Gold Award Investors in People Accreditation
Employer of the Year 2025 - British Business Excellence Award
Gold Eco Vadis rating - Among the Top 3% of Companies for Sustainability Performance

We select candidates with the right skills, experience, and values to join us and selection is based on a fair and equal process. We’re proud to be committed to equal opportunities and welcome all applications. As a specialist in secure technology solutions, all successful candidates will be subject to pre-employment checks, so we can ensure compliance with our ISO27001 (Information Security) and Cyber Essentials Plus certifications. We are committed to using any personal information you may give us in a secure and proper manner, for more information please see our privacy policy on our website.

Apply Now

Refine Your Search

service desk team leader jobs in birmingham

Senior 1st Line Support Analyst

Service Desk Analyst

Service Delivery Manager

Senior Service Desk Engineer

IT Service Desk Support Apprentice

Plant Hire Technical Support Advisor

Service Desk Analyst

2nd Line Support Technician

Technical Services Manager - EUC

Senior IT Support Analyst

ICT Support Engineer

Service Delivery Manager

IT Service Delivery Manager

Modern Workplace - Digital Experience Lead

Modern Workplace - Digital Experience Lead

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