IT Service Desk Team Leader

Job Description

IT Service Desk Team Leader

King’s Lynn, Hybrid Working
£40,000 – £50,000
Monday to Friday – 9:00am – 5:30pm

We are looking for an experienced and motivated IT Service Desk Team Leader to lead and develop a growing Service Desk function.

This is a leadership-first role — ideal for someone already leading a Service Desk team or a senior engineer who has consistently demonstrated strong mentoring and leadership capabilities and is ready to transition into a dedicated people leadership position.

The Role

As IT Service Desk Team Leader, you will oversee the day-to-day performance of the Service Desk team, ensuring high standards of service delivery, SLA performance, customer satisfaction, and technical quality.

Rather than being heavily ticket-focused, this role is centred around leadership, coaching, operational oversight, escalations, and team development.

You’ll play a key role in shaping a growing support function while working closely with Directors as part of a developing leadership team.

Key Responsibilities

• Lead, coach, and support a growing team of Service Desk Engineers

• Monitor ticket queues to ensure effective prioritisation and SLA performance

• Act as an escalation point for client issues via phone, email, and ticketing systems

• Oversee service quality, documentation standards, and reporting through ConnectWise

• Conduct 1:1s, manage holidays, support staff development, and drive team performance

• Ensure compliance with GDPR, DSPT, Cyber Essentials, and ISO27001 standards

• Support recruitment and onboarding of new Service Desk Engineers

• Work closely with senior leadership to improve operational processes and service delivery

• Support ticket handling only during exceptional peak periods

Technology Environment

You’ll be working within modern Microsoft environments including:

• Microsoft 365

• SharePoint

• OneDrive

• Intune

• MFA

• ConnectWise Manage, Automate, BrightGauge, SmileBack

• Unifi WiFi & Networking

• DrayTek Routing

• Dell Laptops & Desktops

You’ll also collaborate with third-party providers.

What We’re Looking For

• Previous experience leading or mentoring a Service Desk or IT Support team

• Fast-paced IT support background

• Excellent communication and stakeholder management skills

• Experience managing escalations, SLAs, and service quality

• Strong knowledge of Microsoft 365 environments

• Experience with ConnectWise or similar PSA/RMM platforms

• Understanding of compliance and security frameworks

• Passion for coaching, developing, and motivating teams

Why Join?

• Clear progression path into senior operational leadership

• Hybrid working with one office anchor day per week in King’s Lynn

• Opportunity to shape and influence a growing support function

• Supportive leadership team and genuine career development

• Meaningful work within regulated and high-impact client environments

Benefits

• 25 days annual leave rising to 30 days after 12 months plus bank holidays

• Contributory pension scheme

• Private healthcare, dental, and eye care

• Hybrid working flexibility

• Home working IT equipment provided

• Paid on-call allowance planned for later in 2026 (low call volume)

If you’re looking for a leadership-focused opportunity where you can genuinely influence and grow a Service Desk function, please apply or contact Altered Resourcing for more info.