Hands-On Helpdesk Team Lead — ITSM & Service Excellence

Ashdown Group; City Of London; On-site; GBP 50,000 - 61,000; Full time

Benefits offered by this job

25 days holiday

Health scheme

Discretionary bonus scheme

Job summary

Ashdown Group in London seeks an experienced Helpdesk Team Lead to manage a first-line support team for a global investment company, with hands-on leadership for circa 300 users across UK and international offices. The role requires ITSM implementation experience and strong knowledge of Microsoft 365, Entra ID, and Windows environments.

The successful candidate will lead, mentor and develop the team, drive service improvements, and oversee ticket queues, workflows and escalation processes while

Qualifications

• Proven experience leading a IT helpdesk team.
• Experience in Finance, Banking or Insurance sectors.
• Experience mentoring IT colleagues and coordinating tickets.

Responsibilities

• Lead and develop a first-line support team across UK and international offices.
• Oversee ticket prioritisation and SLA adherence.
• Act as escalation point for complex issues and stakeholder communications.
• Coordinate rollout of new ITSM platform and design workflows.
• Drive service reporting, KPIs, and knowledge base improvements.
• Support hands-on technical work as needed.

Skills

IT Helpdesk Leadership

Mentoring / Team Development

Stakeholder Communication

Windows/Microsoft 365 Environments

ITIL/ITSM experience

Tools

ITSM Platforms

Ticketing Systems

AV Coordination

Job description

Ashdown Group in London seeks an experienced Helpdesk Team Lead to manage a first-line support team for a global investment company, with hands-on leadership for circa 300 users across UK and international offices. The role requires ITSM implementation experience and strong knowledge of Microsoft 365, Entra ID, and Windows environments.

The successful candidate will lead, mentor and develop the team, drive service improvements, and oversee ticket queues, workflows and escalation processes while