Service Desk Team Lead

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

Job summary

An innovative organization in the automotive retail industry is seeking a Service Desk Team Lead to oversee a busy service desk. This hybrid role in Leicester offers the chance to lead a dynamic IT team, ensuring high-quality technical support while driving service improvements. The ideal candidate will have strong experience in Microsoft environments and Cisco networking, along with a proactive approach to leadership. Join a forward-thinking company that values collaboration and career development, and make a real impact on service delivery standards!

Benefits

Career Development Opportunities

Dynamic IT Team

Competitive Salary

Hybrid Working

Qualifications

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

Responsibilities

• Oversee daily operations of the service desk, ensuring efficient support request management.
• Act as a technical leader for Microsoft environments and Cisco networking.

Skills

Technical IT Support

Microsoft Environments

Cisco Networking

Incident Management

Team Leadership

Education

ITIL Certification

Tools

Microsoft Azure

Active Directory

Intune

Microsoft 365

Cisco Switches

Cisco Firewalls

VPNs

Job description

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 organization leading the automotive retail industry.
• Work within a dynamic and collaborative IT team.
• Competitive salary and benefits
• Career development opportunities within a growing business.
• Hybrid working

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.