At a Glance
- Tasks: Lead a dynamic IT Service Desk team and enhance user support across multiple locations.
- Company: Join a growing organisation with a collaborative and supportive IT culture.
- Benefits: Competitive salary, benefits package, and real ownership in the business.
- Other info: Opportunity to shape service delivery and improve user experience.
- Why this job: Combine leadership skills with hands-on technical work to make a real impact.
- Qualifications: Proven experience in IT support and strong technical knowledge of Microsoft 365 and ITIL processes.
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.
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
- Manage hardware provisioning, onboarding/offboarding, and asset tracking
- Oversee vendor relationships, licensing, and IT purchasing
- Drive ITIL‑aligned processes (Incident, Problem, Change)
- Maintain accurate documentation and identify opportunities for improvement
- Proven experience in a Service Desk Lead / Team Lead / Senior Support role
- Strong technical background across: Microsoft 365, Intune / Endpoint Management
- Experience with access management / IAM
- Solid understanding of ITIL processes
- Experience working in a hands‑on support environment while leading a team
- Strong communication skills and ability to engage with stakeholders at all levels
- Opportunity to shape and improve service delivery
- Collaborative and supportive IT environment
- Competitive salary and benefits package
- Real ownership and visibility within the business
If you're looking for a role where you can combine leadership with hands‑on technical work and genuinely influence how IT services are delivered, this could be a great fit.
Service Desk Team Lead employer: Be-IT
Join a dynamic and growing organisation as a Service Desk Team Lead, where you will not only lead a dedicated team but also have the opportunity to shape service delivery across multiple locations. With a collaborative and supportive IT environment, competitive salary, and a strong focus on employee growth, this role offers a unique chance to make a meaningful impact while advancing your career in a high-performing service culture.
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 might know about openings in service desk roles. 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 or hiring managers, don’t hold back on discussing your technical expertise and leadership experience. Be ready to share specific examples of how you've improved service delivery in past roles.
✨Tip Number 3
Prepare for interviews by brushing up on ITIL processes and the latest trends in Microsoft 365 and Intune. We want you to be the go-to person for complex IT issues, so make sure you can confidently discuss how you’d handle them.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
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 and technical expertise, especially with Microsoft 365 and ITIL processes.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're the perfect fit for this role. Share specific examples of how you've led teams and improved service delivery in previous positions.
Showcase Your Technical Skills:Don’t forget to mention your hands-on experience with tools like Intune and Azure. We want to see how you’ve applied your technical knowledge in real-world scenarios.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates!
How to prepare for a job interview at Be-IT
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Microsoft 365, Intune, and Azure. Be ready to discuss specific scenarios where you've solved complex IT issues, as this will show your hands-on experience and expertise.
✨Showcase Your Leadership Skills
Prepare examples of how you've led a team in the past. Think about times when you coached or mentored others, and be ready to explain how you foster a high-performing service culture. This role is all about leadership, so let your experience shine!
✨Understand ITIL Processes
Familiarise yourself with ITIL processes like Incident, Problem, and Change Management. Be prepared to discuss how you've applied these principles in your previous roles, as this will demonstrate your ability to drive effective service delivery.
✨Engage with Stakeholders
Communication is key! Think of examples where you've successfully engaged with stakeholders at various levels. Whether it's managing vendor relationships or collaborating with other IT functions, showing your strong communication skills will set you apart.
