Service Desk Team Lead

Digital Waffle; East Midlands, Leicester; On-site; GBP 35,000 - 43,000; Full time

Job summary

An established industry player is seeking a Service Desk Team Lead to manage daily IT support operations in a hybrid environment. This role is perfect for a technically skilled leader passionate about service delivery and customer satisfaction. You'll oversee the performance of the service desk, ensuring all support requests are handled efficiently and within agreed SLAs. Your expertise in Microsoft and Cisco technologies will guide your team in resolving incidents and improving service quality. Join a dynamic organization where your leadership will make a significant impact on the IT support landscape.

Qualifications

• Experience in technical IT support with Microsoft and Cisco technologies.
• Proven leadership skills and ability to mentor IT support teams.

Responsibilities

• Manage service desk performance and oversee escalations.
• Provide technical leadership on Microsoft and Cisco technologies.

Skills

Technical IT Support

Microsoft Azure

Active Directory

Intune

Microsoft 365

Cisco Networking

Incident Management

Team Leadership

Communication Skills

Education

Relevant IT Certifications

Tools

Ticketing Systems

Cisco Switches

Firewalls

VPNs

Job description

Role: Service Desk Team Lead

Location: Leicester (Hybrid)

Salary: Up to £42,500

Are you an experienced IT professional with a passion for service delivery and leadership? We're looking for a Service Desk Team Lead to oversee daily IT support operations, ensuring exceptional customer service and efficient issue resolution. This role is ideal for a technically skilled individual with experience in Microsoft and Cisco technologies who also thrives in a leadership position.

About the Role

You'll be responsible for managing service desk performance, overseeing escalations, and providing guidance to the support team. You'll work to enhance service quality, streamline operations, and maintain high service level standards.

Key Responsibilities

• Service Management: Ensure all inbound support requests via phone, email, live chat, and ticketing systems are handled within agreed SLAs.
• Technical Leadership: Provide expert guidance on Microsoft technologies, including Azure, Active Directory, Intune, and Microsoft 365, while also supporting Cisco networking solutions.
• Incident & Escalation Handling: Take charge of major incidents, coordinating teams, managing communications, and ensuring efficient resolution.
• Team Supervision: Oversee the First and Second Line Support teams, offering support, training, and guidance.
• Performance Monitoring: Track ticket progress, ensuring timely updates and issue resolution while maintaining service quality.
• Resource Planning: Manage daily service desk activities, allocate workloads, and create team schedules, including weekend cover where necessary.
• Continuous Improvement: Identify opportunities to enhance service efficiency, introduce new technologies, and improve knowledge-sharing.
• Documentation & Training: Develop knowledge base articles, assist with team training, and support IT projects where needed.

What You'll Need

• Solid experience in a technical IT support role, with expertise in Microsoft environments (Azure, Active Directory, Intune, and Microsoft 365).
• Strong networking knowledge, including Cisco switches, firewalls, and VPNs.
• Proven ability to lead, mentor, and motivate IT support teams.
• Track record of delivering high-quality IT service management, meeting SLAs, and ensuring smooth service operations.
• Strong communication skills, with experience in incident management and stakeholder engagement.
• Ability to work in a fast-paced IT environment, adapting to changing priorities and technologies.
• Knowledge of ITIL best practices is beneficial but not essential.