IT Service Desk Team Lead

Aston Martin F1; Silverstone; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading automotive company is seeking an IT Service Desk Team Lead to manage their Service Desk team. The role involves leading daily IT operations, ensuring top-notch customer service, and providing hands-on technical support for various end-user devices. Strong technical support experience and leadership skills are required. This full-time office-based role is located in Silverstone and offers a competitive benefits package, including healthcare and a discretionary bonus scheme.

Benefits

Discretionary bonus scheme

Private healthcare

Pension plan

Access to on-site gym

Childcare benefits

Qualifications

• Proven experience in leading or mentoring a small technical support team.
• Strong background in end-user device support.
• Experience with endpoint management tools like Intune.

Responsibilities

• Lead and manage the Service Desk team for technical support.
• Ensure effective communication and customer service.
• Manage Service Desk operations and incident resolution.

Skills

Team leadership

1st and 2nd line support

Intune for device management

Active Directory administration

Customer service

Problem-solving

ITIL Foundation qualification

Job description

IT Service Desk Team Lead

Application Deadline: 14 December 2025

Department: IT

Employment Type: Permanent - Full Time

Location: Silverstone

Description

We are looking for an approachable and technically capable Service Desk Team Lead to manage our Service Desk team. You will champion daily IT operations, ensure outstanding customer service, and lead your team to provide effective support across applications, infrastructure, and end-user devices.

This role is ideal for someone with a strong technical support background, ready to step into a leadership role and further develop their people management skills.

Key Responsibilities

• Lead and manage a small Service Desk team, supporting their development, performance, and technical capability to deliver exceptional IT services.
• Act as the primary interface between IT and end users, ensuring outstanding customer service and effective communication across all organisational levels.
• Manage and prioritise Service Desk operations, including queue management, incident/request resolution within SLAs, and acting as the first point of escalation.
• Provide hands‑on 1st and 2nd line support for laptops, iPads, mobile phones, and end‑user computing, utilising tools such as Intune for device management and Active Directory for user administration.
• Oversee device management (laptops, desktops, peripherals, telephony) and maintain proactive supplier relationships for system servicing and performance.
• Produce and review KPI reports, analyse ticket trends, and identify opportunities for operational improvements, user education, automation, and ITIL standards adoption.
• Collaborate with IT peers to develop and maintain Service Delivery policies and partner with stakeholders to prioritise initiatives that enhance IT services, including optimising ServiceNow ITSM functionality.
• Provide occasional out‑of‑hours escalation support as required and keep up to date with technology developments to inform continuous improvement.

Skills, Knowledge and Expertise

• Proven experience leading or mentoring a small team within a technical support environment.
• Strong background in 1st and 2nd line support for end‑user devices, including laptops, iPads, and mobile phones.
• Experience with Intune for endpoint management and Active Directory administration.
• Solid understanding of end‑user computing support and best practices.
• Comfortable engaging with stakeholders at all levels, from shop floor to C-suite.
• Strong customer service focus, with excellent communication and problem‑solving skills.
• Experience managing operational KPIs and driving efficiencies within IT support services.
• ITIL Foundation qualification (advantageous).
• Creative problem‑solving mindset, always seeking better outcomes.
• Advocacy for collaboration and agile ways of working.

This is a full‑time office‑based role based at our campus in Silverstone, with additional requirement to travel to other locations where necessary.

Benefits

Investing in your career is paramount. We promote professional and personal development through a provision of learning opportunities and work with you to shape your career and realise your full potential.

As part of our high‑performing, collaborative team, you'll enjoy a competitive package, including a discretionary bonus scheme, private healthcare, pension plan, life assurance, TEDSgroup childcare benefits, a cycle‑to‑work scheme, tech scheme, and car scheme.

You will also have access to our state‑of‑the‑art facilities at the AMR Technology Campus, featuring a new on‑site gym with fitness, spin and yoga classes, a bistro café, and restaurant.