Service Desk Team Lead: Tech Mentor & Incident Champion

Bristow Holland Ltd; Ipswich; On-site; GBP 35,000 - 50,000; Full time

Job summary

Bristow Holland Ltd. Ipswich is recruiting an experienced Service Desk Team Lead to join its IT team. The role blends team leadership with hands-on technical support, giving you responsibility for day-to-day service desk operations and ongoing service improvements.

You will lead and mentor a team of 1st and 2nd Line Engineers, manage workloads and escalations, and stay involved in complex issues such as Azure, Windows Server and networking, ensuring a high standard of customer service.

Qualifications

• Experience leading, managing or mentoring IT support engineers.
• Strong customer service and communication skills.
• Hands-on technical capability in MS 365, Windows Server, Azure and networking.

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 queues, prioritising workloads and escalations.
• Acting as technical escalation point for complex issues.
• Managing major incidents and communicating with customers.
• Improving service desk performance and processes.
• Supporting onboarding, training and development of engineers.

Skills

Leadership

Mentoring

Customer service

Communication

IT Support

Incident management

Tools

Microsoft 365

Windows Server

Active Directory

Microsoft Azure

Networking

Job description

Bristow Holland Ltd. Ipswich is recruiting an experienced Service Desk Team Lead to join its IT team. The role blends team leadership with hands-on technical support, giving you responsibility for day-to-day service desk operations and ongoing service improvements.

You will lead and mentor a team of 1st and 2nd Line Engineers, manage workloads and escalations, and stay involved in complex issues such as Azure, Windows Server and networking, ensuring a high standard of customer service.