Service Desk Team Lead — Flexible Working

National Physical Laboratory; United Kingdom; On-site; GBP 42,000 - 54,000; Full time

Job summary

National Physical Laboratory is seeking an experienced Service Desk Team Lead to shape and improve IT services across the organisation. You will lead a small team, act as senior escalation point and drive continuous service improvement for UKTL colleagues and stakeholders.

You will balance hands-on technical support with people leadership, managing incidents and service requests, while mentoring two technicians and coordinating with suppliers to ensure high-quality service delivery.

Qualifications

• Proven 1st/2nd line IT support experience in a service desk or IT support environment.
• Experience leading, mentoring or supervising others and driving team performance.
• Strong troubleshooting across hardware, software, networking and end-user devices.

Responsibilities

• Lead, coach and support a small Service Desk team, fostering a high-performing culture.
• Provide day-to-day supervision, mentoring and development conversations.
• Undertake line management duties including performance reviews and wellbeing support.
• Act as technical escalation point for complex incidents and requests.
• Manage and monitor service queues, prioritise tickets and meet SLAs.
• Drive continuous service improvement and ITIL-aligned processes.
• Collaborate with internal teams and third-party suppliers to resolve issues.
• Develop and maintain knowledgebase articles and user guides.
• Deliver training and knowledge sharing sessions for users and colleagues.
• Support Audio Visual tech and meeting room services for events.

Skills

1st/2nd line support

Team leadership

Customer service

ITIL

Communication

Escalation management

Tools

ITSM tools

Ticketing systems

Job description

National Physical Laboratory is seeking an experienced Service Desk Team Lead to shape and improve IT services across the organisation. You will lead a small team, act as senior escalation point and drive continuous service improvement for UKTL colleagues and stakeholders.

You will balance hands-on technical support with people leadership, managing incidents and service requests, while mentoring two technicians and coordinating with suppliers to ensure high-quality service delivery.