Service Desk Team Lead

Digital Waffle; Nuneaton; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

An established industry player seeks a Service Desk Team Lead to oversee daily operations of a busy service desk. This hybrid role offers a collaborative environment in Leicester, where you will lead a team to deliver high-quality technical support and drive service improvements. You'll manage support requests, provide technical leadership in Microsoft and Cisco environments, and mentor support teams. If you're a proactive leader who thrives in a service-driven environment, this opportunity could be the next step in your career. Join a forward-thinking organization in the automotive retail industry and make a significant impact.

Benefits

Career Development Opportunities

Dynamic and Collaborative IT Team

Competitive Salary and Benefits

Qualifications

• Extensive experience in technical IT support, especially in Microsoft environments.
• Proven ability to meet SLAs and maintain high service desk performance.

Responsibilities

• Manage all support requests efficiently, ensuring adherence to SLA targets.
• Support and develop 1st and 2nd Line Support teams through mentoring and training.

Skills

Technical IT Support

Microsoft Environments

Cisco Networking

Incident Management

Team Leadership

Communication Skills

Tools

Azure

Active Directory

Intune

Microsoft 365

Job description

Job Title: Service Desk Team Lead

The Opportunity

This role involves overseeing the daily operations of a busy service desk, leading a team to deliver high-quality technical support and drive service improvements. The position is hybrid, based in Leicester, offering a collaborative environment and the opportunity to impact service delivery standards positively.

Key Benefits:

• Join a forward-thinking organization leading in 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 efficiently, ensuring adherence to SLA targets.
• Technical Leadership: Provide expertise in Microsoft environments (Azure, Active Directory, Intune, Microsoft 365) and support Cisco networking.
• Incident & Escalation: Own critical incidents, lead resolution efforts, and communicate effectively.
• Team Leadership: Support and develop 1st and 2nd Line Support teams through mentoring and training.
• Performance Oversight: Monitor ticket progress and service quality.
• Workload Coordination: Manage daily operations, allocate resources, and plan rotas, including occasional weekend cover.
• Service Improvement: Identify process enhancement opportunities and support the rollout of new technologies.
• Documentation & Training: Contribute to internal documentation and team training; support wider IT projects as needed.

Key Requirements:

• Extensive experience in technical IT support, especially in Microsoft environments.
• Solid knowledge of Cisco networking (switches, firewalls, VPNs).
• Experience leading or mentoring IT support teams.
• Proven ability to meet SLAs and maintain high service desk performance.
• Strong communication skills, with experience managing incidents and stakeholders.
• Adaptability in a fast-paced, evolving environment.
• ITIL knowledge is advantageous but not essential.

If you are a proactive leader who thrives in a service-driven environment and enjoys technical challenges, this role could be the next step in your career.

Interested in learning more? Contact us to discuss or apply today.