Service Desk Team Lead — Lead, Mentor & Hands-on IT

Hyra; Ipswich; On-site; GBP 35,000 - 45,000; Full time

Job summary

Bristow Holland is partnering with a growing Ipswich organisation to recruit an experienced Service Desk Team Lead to join its IT team. The role balances team leadership with hands-on technical support and service improvement, offering ownership of day-to-day service desk operations while staying engaged in complex escalations.

You will lead 1st and 2nd line engineers, manage workloads, escalations and incidents, mentor the team, and help drive improvements in monitoring, tooling and processes.

Qualifications

• Experience leading, managing or mentoring IT Support Engineers.
• Strong Microsoft 365 administration and troubleshooting.
• Proficient in Windows Server and Active Directory.
• Knowledge of Microsoft Azure and cloud technologies.
• Solid networking knowledge (switches, routing, firewalls, VPNs).
• Experience handling escalations and major incidents.
• Excellent customer service and communication skills.
• Experience in a fast-paced customer-focused IT support environment.

Responsibilities

• Managing the day-to-day operations of the IT service desk
• Leading, supporting and mentoring a team of 1st and 2nd Line Engineers
• Monitoring ticket queues, prioritising workloads and managing escalations
• Acting as a technical escalation point for complex infrastructure and support issues
• Managing major incidents and ensuring effective communication with customers
• Improving service desk performance, reducing ticket backlogs and identifying recurring issues
• Supporting engineers with technical troubleshooting and problem resolution
• Managing resource planning, workload allocation and team capacity
• Supporting the onboarding, training and development of engineers
• Helping improve internal processes, documentation and service delivery standards
• Supporting Microsoft 365, Windows Server, Azure and networking environments
• Contributing to improvements in monitoring, automation and support tools

Skills

Leadership

Microsoft 365

Windows Server

Active Directory

Azure

Networking

Escalation management

Customer service

Team mentoring

Ticketing

Job description

Bristow Holland is partnering with a growing Ipswich organisation to recruit an experienced Service Desk Team Lead to join its IT team. The role balances team leadership with hands-on technical support and service improvement, offering ownership of day-to-day service desk operations while staying engaged in complex escalations.

You will lead 1st and 2nd line engineers, manage workloads, escalations and incidents, mentor the team, and help drive improvements in monitoring, tooling and processes.