At a Glance
- Tasks: Lead a dynamic IT Service Desk team and tackle complex tech challenges.
- Company: Join a growing organisation focused on high-performance service culture.
- Benefits: Competitive salary, career development, and a supportive work environment.
- Other info: Opportunity to shape processes and work across multiple locations.
- Why this job: Make a real impact by enhancing user experience and driving service excellence.
- Qualifications: Experience in IT support and strong leadership skills required.
The predicted salary is between 40000 - 50000 £ per year.
We’re working with a growing organisation looking for an experienced IT Service Desk Team Leader to take ownership of their end-user support function and help drive a high-performing service culture. This is a hands-on leadership role, combining technical expertise with team management, where you’ll lead from the front while shaping service delivery across multiple locations.
The Role
As Service Desk Team Leader, you’ll be responsible for the day-to-day running of the IT Service Desk, acting as the senior point of escalation while ensuring a consistently high level of service delivery. You’ll lead a small team, work closely with wider IT functions, and play a key role in improving processes, systems, and user experience.
Key Responsibilities
- Act as the primary escalation point (3rd line) for complex IT issues
- Lead, coach, and mentor a team of Helpdesk Analysts
- Ensure effective delivery of 1st–3rd line support in line with SLAs
- Administer and support Microsoft 365, Azure, and Intune environments
- Manage end-user devices, MDM, and endpoint lifecycle
- Oversee identity and access management (Azure AD / Entra ID)
- Apply strong cyber security principles across user environments
- Own IT operations across multiple office locations
Service Desk Team Lead in Edinburgh employer: Be-IT Resourcing
Join a dynamic and growing organisation that values innovation and teamwork, where as a Service Desk Team Lead, you will not only lead a dedicated team but also have the opportunity to shape the future of IT service delivery across multiple locations. With a strong emphasis on employee development, you will benefit from ongoing training and career progression opportunities in a supportive work culture that prioritises collaboration and excellence. Located in a vibrant area, this role offers a unique chance to make a meaningful impact while enjoying a fulfilling work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Team Lead in Edinburgh
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT world, especially those who might know about openings for Service Desk Team Leaders. A friendly chat can sometimes lead to opportunities that aren’t even advertised.
✨Tip Number 2
Show off your skills! When you get the chance to meet potential employers, whether at a networking event or an interview, be ready to discuss your hands-on experience with Microsoft 365, Azure, and Intune. Real-life examples of how you've led teams or solved complex issues will make you stand out.
✨Tip Number 3
Prepare for the interview by researching the company’s service culture. Think about how you can contribute to their goals and improve processes. Tailor your answers to show you’re not just a fit for the role, but also for their team dynamics.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of resources to help you ace your job search, and applying directly can give you a better shot at landing that Service Desk Team Leader role.
We think you need these skills to ace Service Desk Team Lead in Edinburgh
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Service Desk Team Lead role. Highlight your experience in IT support and team management, and don’t forget to mention any specific technologies you’ve worked with, like Microsoft 365 or Azure.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for this role. Share examples of how you've led teams and improved service delivery in previous positions.
Showcase Your Leadership Skills:As a Service Desk Team Lead, leadership is key. In your application, emphasise your coaching and mentoring experiences. We want to see how you’ve motivated teams and driven performance in the past.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Be-IT Resourcing
✨Know Your Tech Inside Out
As a Service Desk Team Leader, you'll need to demonstrate your technical expertise. Brush up on your knowledge of Microsoft 365, Azure, and Intune. Be ready to discuss how you've handled complex IT issues in the past and how you can apply that experience to lead a team effectively.
✨Showcase Your Leadership Skills
This role is all about leading from the front. Prepare examples of how you've coached and mentored team members before. Think about specific situations where your leadership made a difference in service delivery or team performance.
✨Understand the Importance of SLAs
Service Level Agreements (SLAs) are crucial in this role. Familiarise yourself with common SLA metrics and be prepared to discuss how you've ensured compliance in previous positions. Highlight any improvements you've made to service delivery that positively impacted SLAs.
✨Emphasise Process Improvement
The organisation is looking for someone who can improve processes and user experience. Come prepared with ideas on how you would enhance service delivery. Share past experiences where you've successfully implemented changes that led to better outcomes for users.
