Service Desk Team Lead

TN United Kingdom; Bedworth; Hybrid; GBP 38,000 - 43,000; Full time

Job summary

An established industry player in the automotive retail sector is seeking a proactive Service Desk Team Lead to oversee daily operations of a busy service desk. This hybrid role, based in Leicester, offers an exciting opportunity to lead a dynamic IT team, ensuring high-quality technical support and driving service improvements. You'll be responsible for managing support requests, mentoring team members, and enhancing service delivery standards. If you're ready to take the next step in your career and thrive in a fast-paced environment, this position could be the perfect fit for you.

Benefits

Career development opportunities

Collaborative work environment

Competitive salary and benefits

Qualifications

• Strong experience in technical IT support, particularly in Microsoft environments.
• Previous experience leading or mentoring IT support teams.

Responsibilities

• Ensure all incoming support requests are managed efficiently and within SLA targets.
• Act as a go-to expert for Microsoft environments and provide support on Cisco networking.

Skills

Technical IT Support

Microsoft Environments (Azure, Active Directory, Intune, Microsoft 365)

Cisco Networking

Incident Management

Team Leadership

Service Improvement

Communication Skills

Job description

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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.