Service Desk Team Lead - Lead IT Support & Improve (Flexible Hours)

National Physical Laboratory; Metropolitan Borough of Solihull; On-site; GBP 40,000 - 55,000; Full time

Job summary

National Physical Laboratory in Birmingham is seeking an experienced Service Desk Team Lead to shape IT services across the organisation. You will lead a small team of Service Desk Technicians and act as a senior escalation point, driving improvements in systems and processes.

This role combines hands-on 1st and 2nd line support with people leadership, performance management, and engaging with stakeholders to ensure excellent customer service and reliable IT operations.

Qualifications

• Experience delivering 1st and 2nd line IT support.
• Proven ability to lead and develop a small service desk team.

Responsibilities

• Lead, coach and support a team of two Service Desk Technicians, creating a positive and high-performing team culture.
• Provide day-to-day supervision, guidance and mentoring to team members, helping them develop their technical capabilities and customer service skills.
• Undertake line management responsibilities, including performance management, development conversations, objective setting and wellbeing support.
• Act as a technical escalation point, providing expert 1st and 2nd line support for hardware, software, networking and user issues.
• Take ownership of complex incidents and service requests, ensuring timely resolution and effective communication throughout.
• Manage and monitor Service Desk queues, ensuring tickets are prioritised appropriately and service levels are achieved.
• Drive continuous improvement across the Service Desk, identifying opportunities to enhance processes, increase efficiency and improve the user experience.
• Use Service Management tools to manage incidents, requests, assets and change activities in line with ITIL best practice.
• Collaborate with internal teams and third-party suppliers to resolve technical issues and improve service delivery.
• Maintain and develop knowledgebase articles, user guides and support documentation.
• Deliver training, guidance and knowledge sharing sessions for end users and Service Desk colleagues.
• Support Audio Visual technologies and meeting room services for internal and external events.
• Ensure asset and configuration records are maintained accurately.
• Champion excellent customer service and act as an ambassador for IT across UKTL.

Skills

1st & 2nd line support

People leadership

Job description

National Physical Laboratory in Birmingham is seeking an experienced Service Desk Team Lead to shape IT services across the organisation. You will lead a small team of Service Desk Technicians and act as a senior escalation point, driving improvements in systems and processes.

This role combines hands-on 1st and 2nd line support with people leadership, performance management, and engaging with stakeholders to ensure excellent customer service and reliable IT operations.