Service Desk Lead

Sumer Group Holdings Limited; Newcastle upon Tyne; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading technology firm in Newcastle upon Tyne is seeking an IT Service Desk Lead to oversee service desk operations, mentor a team of engineers, and ensure exceptional IT support delivery. The role requires strong technical knowledge of Windows OS, Microsoft 365, and Active Directory, alongside proven leadership experience. This permanent position offers the opportunity to improve IT service management processes and collaborate with the wider IT team to enhance service delivery.

Qualifications

• Experience leading and mentoring support teams.
• Sound understanding of networking basics (DNS, DHCP, VPN, TCP/IP).
• Strong problem-solving skills and ability to manage pressure.

Responsibilities

• Supervise and mentor the IT Service Desk team.
• Act as a senior escalation point for complex technical issues.
• Collaborate with wider IT team on projects and security initiatives.

Skills

Experience in a senior or team leader role

Strong technical knowledge of Windows OS

Microsoft 365

Active Directory

Strong problem-solving mindset

Tools

ServiceNow

Freshservice

Job description

Service Desk Lead

Department: Technology

Employment Type: Permanent

Location: Newcastle Upon Tyne

Description

RMT Technology delivers innovative IT solutions that keep businesses running smoothly, securely and efficiently. We’re looking for an experienced IT Service Desk Lead to oversee our service desk operations and mentor a team of engineers, ensuring exceptional IT support delivery across the business.

As an IT Service Desk Lead, you will be responsible for leading the day-to-day operations of the IT Service Desk, acting as a senior technical escalation point and ensuring high-quality support experience for end users. This role combines hands-on technical support with team leadership, process improvement and service management responsibilities.

Key Responsibilities

• Supervise and mentor the IT Service Desk team
• Assign and priortise tickets, monitor workload distribution and ensure SLAs and KPIs are consistently met
• Conduct regular 1:1s, performance reviews and support the professional development of team members
• Act as a senior escalation point for complex technical issues, working hands-on to resolve high priority incidents
• Provide advances troubleshooting across Windows OS, Microsoft 365 and Active Directory
• Monitor service desk metrics and generate reports on performance, trends and service improvements
• Maintain and improve ITSM tools, workflows and ticketing processes (ServiceNow, Freshservice, etc).
• Collaborate with the wider IT team on projects, system upgrades, security initiatives and infrastructure rollouts
• Identify opportunities for automation, efficiency improvements and technology enhancements

Skills, Knowledge & Expertise

• Experience in a senior or team leader role
• Strong technical knowledge of Windows OS, Microsoft 365 and Active Directory
• Sound understanding of networking basics (DNS, DHCP, VPN, TCP/IP)
• Familiarity with ITSM tools (ServiceNow, Freshservice, etc.)
• Proven experience leading and mentoring support teams
• Stakeholder management skills
• Strong problem-solving mindset and ability to handle pressure calmly and effectively