At a Glance
- Tasks: Lead a dynamic service desk team and tackle complex IT issues.
- Company: Join a forward-thinking organisation with a focus on growth.
- Benefits: Competitive salary, professional development, and a supportive work environment.
- Other info: Opportunity for career advancement in a modern tech environment.
- Why this job: Make a real impact while mentoring others in a tech-savvy role.
- Qualifications: Experience in IT service management and strong technical skills required.
The predicted salary is between 40000 - 50000 £ per year.
An exciting opportunity has arisen for an experienced IT Service Desk Team Leader to join a growing and forward-thinking organisation in a newly created role. You’ll lead a small but capable service desk team supporting approximately 260 users, while acting as the senior escalation point for complex issues and driving service improvements.
The Role
This is a player-manager position, ideal for someone who enjoys staying close to technology while developing and mentoring others. You will:
- Lead and support a team of 2 Service Desk Analysts
- Act as the primary 3rd line escalation point for BAU incidents and service requests
- Own day-to-day service desk operations and ensure strong SLA performance
- Work closely with wider IT teams on escalations, projects, and improvements
- Drive process improvements aligned to ITIL best practices
Technology Environment
You’ll be working across a modern Microsoft environment, including:
- Microsoft 365
- Azure / Entra ID
- Intune (endpoint management & MDM)
- PowerShell (automation & scripting)
- Jira / ITSM tooling
Key Responsibilities
- Provide hands-on 3rd line support across cloud, endpoint, and identity services
- Manage user access, devices, and security controls following best practice
- Oversee device lifecycle, provisioning, and compliance
- Mentor and develop team members, supporting their technical growth
- Build strong relationships with internal stakeholders and external vendors
- Ensure accurate documentation and consistent service processes
What We’re Looking For
- Experience in a Service Desk Team Lead or Senior/3rd Line role
- Strong technical skills across M365, Azure/Entra, and Intune
- Scripting experience (PowerShell preferred)
- Knowledge of ITIL processes and service management principles
- Experience using tools such as Jira (or similar ITSM platforms)
- A proactive, hands-on mindset with excellent communication skills
Service Desk Team Lead employer: Be-IT Resourcing
Join a dynamic and innovative organisation as a Service Desk Team Lead, where you will not only lead a talented team but also have the opportunity to shape the future of IT support. With a strong focus on employee development, a collaborative work culture, and a commitment to service excellence, this role offers a unique chance to grow your career in a modern technology environment. Enjoy the benefits of working in a forward-thinking company that values your contributions and fosters a supportive atmosphere for professional growth.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Team Lead
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT world, especially those who work in service desk roles. A friendly chat can lead to insider info about job openings or even a referral.
✨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 PowerShell. Real-life examples will make you stand out.
✨Tip Number 3
Don’t just apply anywhere; focus on companies that align with your values and career goals. Check out our website for openings that excite you, and tailor your approach to each one!
✨Tip Number 4
Prepare for the interview by brushing up on ITIL processes and service management principles. Be ready to discuss how you've driven process improvements in past roles – it shows you're proactive and results-driven!
We think you need these skills to ace Service Desk Team Lead
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Service Desk Team Lead role. Highlight your leadership experience, technical skills, and any relevant ITIL knowledge to show us you’re the perfect fit!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you’re excited about this role and how your background makes you the ideal candidate. Don’t forget to mention your hands-on approach and mentoring experience!
Showcase Your Technical Skills:We want to see your technical prowess! Be sure to include specific examples of your experience with Microsoft 365, Azure, Intune, and PowerShell. This will help us understand how you can contribute to our team right away.
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. We can’t wait to see what you bring to the table!
How to prepare for a job interview at Be-IT Resourcing
✨Know Your Tech Inside Out
Make sure you brush up on your technical skills, especially around Microsoft 365, Azure, and Intune. Be ready to discuss specific scenarios where you've used these technologies, as well as any scripting you've done with PowerShell.
✨Showcase Your Leadership Skills
As a Service Desk Team Lead, you'll need to demonstrate your ability to mentor and develop others. Prepare examples of how you've successfully led a team or improved processes in previous roles, focusing on your hands-on approach.
✨Understand ITIL Best Practices
Familiarise yourself with ITIL processes and be prepared to discuss how you've applied them in your past experiences. Highlight any specific improvements you've driven that align with these best practices.
✨Build Relationships
Emphasise your communication skills and ability to build strong relationships with stakeholders. Think of examples where you've collaborated with internal teams or external vendors to resolve issues or improve service delivery.
