Service Desk Team Lead

Digital Waffle; Bedworth; Hybrid; GBP 38,000 - 43,000; Full time

Job summary

A leading organization in the automotive retail industry is looking for a Service Desk Team Lead to oversee operations and ensure high-quality technical support. This hybrid position offers opportunities for career development within a collaborative IT team, making a real impact on service delivery standards.

Benefits

Dynamic and collaborative IT team

Competitive salary and benefits

Career development opportunities

Qualifications

• Strong experience in technical IT support, particularly in Microsoft-focused environments.
• Solid knowledge of Cisco networking.
• Previous experience leading or mentoring IT support teams.

Responsibilities

• Ensure all incoming support requests are managed efficiently.
• Lead resolution efforts for critical incidents.
• Support and develop 1st and 2nd Line Support teams.

Skills

Technical IT support

Microsoft environments expertise

Cisco networking knowledge

Confident communicator

Adaptability

Job description

Job Title: Service Desk Team Lead
Salary: £38,000 - £42,500
Location: Leicester (Hybrid)

The Opportunity:
This role will see you overseeing the day-to-day operations of a busy service desk, leading a team to deliver high-quality technical support while driving service improvements. It's a hybrid position based in Leicester, offering a collaborative environment and the chance to make a real impact on service delivery standards.

Benefits:

• Be part of a forward-thinking, innovative organisation leading the automotive retail industry.
• Work within a dynamic and collaborative IT team.
• Competitive salary and benefits
• Career development opportunities within a growing business.

Key Responsibilities:

• Service Management: Ensure all incoming support requests (phone, email, chat, ticketing) are managed efficiently and within SLA targets.
• Technical Leadership: Act as a go-to expert for Microsoft environments (Azure, Active Directory, Intune, Microsoft 365) and provide support on Cisco networking.
• Incident & Escalation: Take ownership of critical incidents, lead resolution efforts, and maintain clear, effective communication.
• Team Leadership: Support and develop 1st and 2nd Line Support teams, offering mentoring, guidance, and training.
• Performance Oversight: Monitor ticket progress and service quality to ensure consistent, high-level support.
• Workload Coordination: Manage daily operations, allocate resources effectively, and plan rotas (including occasional weekend cover).
• Service Improvement: Identify areas for process enhancements, contribute to knowledge sharing, and help roll out new tech solutions.
• Documentation & Training: Contribute to internal documentation and team training initiatives; support wider IT projects as needed.

Key Requirements:

• Strong experience in technical IT support, particularly in Microsoft-focused environments.
• Solid knowledge of Cisco networking, including switches, firewalls, and VPNs.
• Previous experience leading or mentoring IT support teams.
• Proven ability to meet SLAs and maintain service desk performance.
• Confident communicator with experience managing incidents and engaging stakeholders.
• Adaptability in a fast-paced, evolving tech environment.
• ITIL knowledge is a plus, but not a requirement.

If you're a proactive leader who thrives in a service-driven environment and enjoys getting hands-on with technical challenges, this could be an excellent next step in your career. Interested in learning more? Get in touch to discuss further or apply today.

If you have a portfolio website, please share the link here:

Message

Please note: Due to the high volume of exceptional CVs we receive, we may not be able to respond to each candidate individually. However, we'll carefully review your CV to see if it aligns with our current job openings. If your skills are a perfect match, a recruiter will be in touch to discuss the opportunity further.