About this role
Salary: £40,000 - 50,000 per year
Requirements: Previous experience in a Service Desk Team Lead, Supervisor, or IT Support leadership position.Strong understanding of incident, request, and escalation management within an IT service environment.Experience managing, coaching, and motivating team members.Excellent communication and stakeholder management skills.A customer-focused mindset with a commitment to delivering outstanding user support.The ability to balance operational delivery with service improvement and strategic thinking.Experience working with ITSM tools and service management best practices. Responsibilities: Lead, coach and develop a team of Service Desk professionals, fostering a positive and high-performing culture.Provide hands-on technical support and act as an escalation point for complex incidents and service requests.Oversee daily Service Desk operations, ensuring tickets are managed effectively and service levels are consistently achieved.Monitor performance metrics, identify trends, and drive continuous service improvement.Manage workload distribution, queue health, and resource planning to maintain excellent service delivery.Collaborate with wider IT teams to resolve high-impact issues and support service transitions.Ensure clear communication during incidents, service disruptions, and operational changes.Maintain and improve knowledge base documentation and support processes.Support asset management and lifecycle tracking within ITSM platforms.Gather user feedback and contribute to initiatives that enhance both service quality and user experience. Technologies: SupportITSM More:
We are a well-established and forward-thinking organisation offering a permanent, full-time IT Service Desk Team Lead opportunity within a global business. We provide a supportive and evolving IT environment with genuine progression potential, a salary of up to £50,000, and flexible rotating shifts (8-4, 9-5 or 10-6). The role is predominantly office-based to support collaboration and team leadership, with some flexibility for occasional home working where business needs allow.
last updated 29 week of 2026