Service Desk Team Lead

Digital Waffle; Leicester; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

Digital Waffle is seeking a Service Desk Team Lead to oversee operations and lead a technical support team in Leicester. This hybrid role involves ensuring high-quality service delivery, managing incidents, and driving performance improvements in a collaborative IT environment. Ideal candidates will have strong leadership skills, extensive technical support experience, and a proactive approach to problem-solving.

Benefits

Career development opportunities

Competitive salary and benefits

Qualifications

• Strong experience in technical IT support, particularly in Microsoft-focused environments.
• Proven ability to meet SLAs and maintain service desk performance.
• Previous experience leading or mentoring IT support teams.

Responsibilities

• Oversee day-to-day operations of a busy service desk.
• Act as a go-to expert for Microsoft environments and provide support on Cisco networking.
• Monitor ticket progress and service quality to ensure consistent high-level support.

Skills

Technical IT support

Communication

Service Improvement

Leadership

Tools

Microsoft environments

Cisco networking

Job description

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This range is provided by Digital Waffle. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Direct message the job poster from Digital Waffle

IT & Infrastructure Recruitment Consultant

Job Title: Service Desk Team Lead

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.

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.
• 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.

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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Technology, Information and Media, IT Services and IT Consulting, and IT System Training and Support

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