Service Desk Team Lead

Mexa Solutions; Basingstoke; Hybrid; GBP 45,000 - 60,000; Full time

Benefits offered by this job

Hybrid working model

Potential for long-term career development

Influence in tooling and processes

Job summary

A leading IT service provider is looking for an IT Service Desk Team Lead in Basingstoke. This position combines hands-on technical work with team leadership, guiding a small support team while improving service quality. Key responsibilities include managing complex technical issues, coaching junior staff, and overseeing daily operations. Ideal candidates will have experience in IT support roles, particularly with Microsoft 365 and ITSM platforms. This is a hybrid role offering stability and a clear path into leadership.

Qualifications

• Strong experience in a 2nd or 3rd line IT support role is essential.
• Hands-on experience across Microsoft 365 and modern workplace technologies required.
• Confidence in handling escalations and complex issues is a must.

Responsibilities

• Act as the senior technical escalation point for complex issues.
• Support and guide a small service desk/team.
• Oversee day-to-day service desk activities and incidents.

Skills

2nd or 3rd line IT support experience

Confidence handling escalations

Experience with Microsoft 365

Mentoring and coaching skills

Clear communication skills

Focus on improvement

Tools

SharePoint Online

Microsoft 365

ITSM platforms

Job description

IT Service Desk Team Lead – Ready to lead, but not ready to give up the tech?

You’re already the person people go to when things get tricky.

You spot patterns others miss.

You help junior engineers without being asked.

You care about how things are done, not just getting through the day.

You might not have had the Team Lead title yet but you’re already doing half the job.

This role is designed for someone exactly like that.

The opportunity

This is a step-up role into technical leadership, not a step away from the tools.

You’ll be leading a small service desk and support team (around 5 people), while staying hands-on across a cloud first, modern Microsoft cloud environment. You’ll coach, mentor, and support the team but you’ll also remain a senior technical escalation point.

On top of that, you’ll be involved in a key improvement project: helping research, select, and implement a brand-new service desk ticketing platform, shaping the processes and ways of working around it.

It’s an internal role within a multi-site organisation, focused on improving service quality, user experience, and how IT operates day to day.

What’s in it for you?

• Location: Basingstoke (hybrid - 3 days onsite, 2 from home)
• Balance: Lead a team and stay technical
• Influence: Real input into tooling, processes, and service improvements
• Transformation: Hands-on involvement in rolling out a new ITSM platform
• Stability: Internal role with long-term focus and investment

What you’ll be doing

• Acting as the senior technical escalation point for complex issues
• Supporting and guiding a small service desk / support team
• Coaching, mentoring, and helping others develop their technical confidence
• Overseeing day-to-day service desk activity, incidents, and requests
• Monitoring SLAs and helping improve service quality and consistency
• Staying hands-on across:
• SharePoint Online
• Modern workplace and endpoint management
• Playing a key role in the selection and implementation of a new service desk system
• Helping design workflows, processes, reporting, and best practices
• Improving documentation, knowledge sharing, and team capability
• Contributing to the longer-term roadmap for internal IT services

What you’ll bring

• Strong experience in a 2nd or 3rd line IT support role
• Confidence handling escalations and complex technical issues
• Hands-on experience across Microsoft 365 and modern workplace technologies
• Some experience mentoring, coaching, training, or supporting junior colleagues
• An interest in leadership, service improvement, and doing things properly
• Clear communication skills with both technical and non-technical users
• A mindset that looks to improve systems and processes, not just keep them ticking

You don’t need previous “Team Lead” or “Manager” titles, just the capability and the appetite to step up.

This role is ideal if you’re a strong engineer who’s ready for more responsibility, more influence, and a clear path into leadership, without losing the technical work you enjoy.

Interested?

Please click Apply or send your CV to [e-mail] and let’s have a confidential chat.