Service Desk Team Lead

JR United Kingdom; Nuneaton; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

An innovative organization in the automotive retail industry is seeking a proactive leader for their service desk operations. This hybrid role offers the chance to oversee a dynamic team, ensuring high-quality technical support while driving service improvements. You'll manage support requests, lead incident resolution, and mentor IT support teams in a collaborative environment. With opportunities for career development and a focus on enhancing service delivery standards, this position is perfect for someone looking to make a significant impact in a fast-paced tech environment.

Benefits

Competitive salary

Career development opportunities

Collaborative environment

Qualifications

• Strong experience in technical IT support, especially in Microsoft environments.
• Solid knowledge of Cisco networking and previous team leadership experience.

Responsibilities

• Manage support requests efficiently and within SLA targets.
• Lead resolution efforts for critical incidents and support team development.

Skills

Technical IT Support

Microsoft Environments

Cisco Networking

Incident Management

Team Leadership

Service Improvement

ITIL Knowledge

Tools

Azure

Active Directory

Intune

Microsoft 365

Cisco Switches

Cisco Firewalls

VPNs

Job description

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This role involves overseeing the day-to-day operations of a busy service desk, leading a team to deliver high-quality technical support and driving service improvements. It is a hybrid position based in Leicester, offering a collaborative environment and the opportunity to make a significant impact on service delivery standards.

• 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.
• Opportunities for career development within a growing business.

Key Responsibilities

• Service Management: Manage all support requests (phone, email, chat, ticketing) efficiently and within SLA targets.
• Technical Leadership: Serve as a go-to expert for Microsoft environments (Azure, Active Directory, Intune, Microsoft 365) and support Cisco networking.
• Incident & Escalation: Take ownership of critical incidents, lead resolution efforts, and communicate effectively.
• Team Leadership: Support and develop 1st and 2nd Line Support teams through mentoring, guidance, and training.
• Performance Oversight: Monitor ticket progress and service quality to ensure high support standards.
• Workload Coordination: Manage daily operations, allocate resources effectively, and plan rotas (including occasional weekend cover).
• Service Improvement: Identify process enhancement opportunities, contribute to knowledge sharing, and support the rollout of 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 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 required.

If you're a proactive leader who thrives in a service-driven environment and enjoys 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.

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Created on 02/05/2025 by JR United Kingdom