Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead the IT Service Desk team, ensuring top-notch support and service excellence.
- Company: Join a leading finance sector client undergoing exciting growth and transformation.
- Benefits: Enjoy a dynamic work environment with opportunities for professional development and coaching.
- Why this job: Be at the forefront of IT support, driving improvements and making a real impact.
- Qualifications: Experience in leading IT teams, strong problem-solving skills, and knowledge of IT systems required.
- Other info: Ideal candidates should have a degree in Computer Science or equivalent experience.
Our leading Finance Sector Client is undergoing a time of significant growth and transformation as they integrate a recent corporate acquisition. To support these endeavours, they are seeking to hire an experienced IT Service Desk Team Lead to join their Technology team. The IT Service Desk Team Lead will ensure the provision of exceptional IT support to colleagues and help drive the business forward. In this role, you won’t just manage, you will lead from the front. You will handle tickets, solve problems, coach your team, and work across departments to drive service excellence.
The main responsibilities will include:
- Provide Leadership, coaching and mentoring of the I.T. Service Desk team to deliver exceptional technical support and maintain high levels of performance
- Oversee day-to-day service desk operations, ensuring efficient handling of incidents and requests whilst also providing first and second line Service Desk support, directly alongside the team
- Managing escalations and collaborating with our technical teams and suppliers to ensure a prompt restoration of service
- Driving continuous improvement in our service standards and optimising service standards
- Owning high-priority incident response and communication
The ideal candidate for the role of IT Service Desk Lead will have:
- Proven experience of leading an IT service desk or technical support team
- Strong problem solving and technical expertise in IT systems, networks and troubleshooting including knowledge of ITSM (e.g. Incident, Problem, Change)
- Experience in Microsoft 365, Windows, AD/Azure AD, and endpoint tools
- A calm, customer-first approach with excellent communication, interpersonal and customer service skills
- An ability to prioritise and manage multiple tasks in a fast-paced environment
- Leadership experience with a proven ability to coach, support, and get hands-on when needed
- A focus on Team development is key
Desirable:
- Ideally holds a Degree in Computer Science, Information Security, or related field (or equivalent experience)
Locations
IT Service Desk Team Lead employer: CV-Library
Contact Detail:
CV-Library Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk Team Lead
✨Tip Number 1
Familiarise yourself with the latest trends in IT service management, especially around ITSM frameworks. This knowledge will not only help you during interviews but also demonstrate your commitment to continuous improvement in service standards.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully coached and mentored team members in previous roles. Be ready to discuss specific situations where your guidance led to improved performance or problem resolution.
✨Tip Number 3
Network with professionals in the finance sector or those who have experience in IT service desks. Engaging with them can provide insights into the company culture and expectations, which can be invaluable during your application process.
✨Tip Number 4
Prepare to discuss your hands-on experience with Microsoft 365, Windows, and Azure AD. Being able to articulate your technical expertise and how it applies to the role will set you apart from other candidates.
We think you need these skills to ace IT Service Desk Team Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in leading IT service desks and technical support teams. Use specific examples that demonstrate your problem-solving skills and familiarity with IT systems, networks, and troubleshooting.
Craft a Compelling Cover Letter: In your cover letter, express your passion for IT support and leadership. Mention how your calm, customer-first approach aligns with the company's values and how you can contribute to their growth and transformation.
Highlight Relevant Skills: Emphasise your expertise in Microsoft 365, Windows, AD/Azure AD, and endpoint tools. Make sure to mention any experience you have with ITSM processes like Incident, Problem, and Change management.
Showcase Leadership Experience: Provide examples of how you've coached and mentored team members in previous roles. Highlight any initiatives you've led that improved service standards or team performance, demonstrating your ability to lead from the front.
How to prepare for a job interview at CV-Library
✨Showcase Your Leadership Skills
As a potential IT Service Desk Team Lead, it's crucial to demonstrate your leadership abilities. Share specific examples of how you've successfully led a team in the past, focusing on coaching and mentoring. Highlight any initiatives you've implemented that improved team performance or service delivery.
✨Prepare for Technical Questions
Expect to be quizzed on your technical expertise, especially regarding IT systems, networks, and troubleshooting. Brush up on your knowledge of ITSM processes and tools like Microsoft 365, Windows, and Azure AD. Be ready to discuss real-life scenarios where you solved complex technical issues.
✨Emphasise Customer Service Excellence
Since this role requires a customer-first approach, prepare to discuss how you've handled challenging customer interactions in the past. Provide examples that showcase your communication skills and ability to maintain composure under pressure while ensuring customer satisfaction.
✨Demonstrate Your Problem-Solving Skills
Problem-solving is key in this role, so be prepared to discuss your approach to resolving incidents and managing escalations. Use the STAR method (Situation, Task, Action, Result) to structure your answers, illustrating how you effectively restored service and improved processes.
