At a Glance
- Tasks: Lead a small service desk team while staying hands-on with tech.
- Company: Join a dynamic multi-site organisation focused on IT service improvement.
- Benefits: Hybrid work model, stability, and opportunities for professional growth.
- Other info: Be part of a transformative project implementing a new service desk platform.
- Why this job: Step into leadership while keeping your technical skills sharp.
- Qualifications: Experience in IT support and a passion for mentoring others.
The predicted salary is between 36000 - 44000 £ per year.
IT Service Desk Team Lead – Ready to lead, but not ready to give up the tech? You’re already the person people go to when things get tricky. You spot patterns others miss. You help junior engineers without being asked. You care about how things are done, not just getting through the day. You might not have had the Team Lead title yet but you’re already doing half the job.
This role is designed for someone exactly like that.
The opportunity
This is a step-up role into technical leadership, not a step away from the tools. You’ll be leading a small service desk and support team (around 5 people), while staying hands-on across a cloud first, modern Microsoft cloud environment. You’ll coach, mentor, and support the team but you’ll also remain a senior technical escalation point. On top of that, you’ll be involved in a key improvement project: helping research, select, and implement a brand-new service desk ticketing platform, shaping the processes and ways of working around it. It’s an internal role within a multi-site organisation, focused on improving service quality, user experience, and how IT operates day to day.
What’s in it for you?
- Location: Basingstoke (hybrid - 3 days onsite, 2 from home)
- Balance: Lead a team and stay technical
- Influence: Real input into tooling, processes, and service improvements
- Transformation: Hands-on involvement in rolling out a new ITSM platform
- Stability: Internal role with long-term focus and investment
What you’ll be doing
- Acting as the senior technical escalation point for complex issues
- Supporting and guiding a small service desk / support team
- Coaching, mentoring, and helping others develop their technical confidence
- Overseeing day-to-day service desk activity, incidents, and requests
- Monitoring SLAs and helping improve service quality and consistency
- Staying hands-on across:
- SharePoint Online
- Modern workplace and endpoint management
- Playing a key role in the selection and implementation of a new service desk system
- Helping design workflows, processes, reporting, and best practices
- Improving documentation, knowledge sharing, and team capability
- Contributing to the longer-term roadmap for internal IT services
What you’ll bring
- Strong experience in a 2nd or 3rd line IT support role
- Confidence handling escalations and complex technical issues
- Hands-on experience across Microsoft 365 and modern workplace technologies
- Some experience mentoring, coaching, training, or supporting junior colleagues
- An interest in leadership, service improvement, and doing things properly
- Clear communication skills with both technical and non-technical users
- A mindset that looks to improve systems and processes, not just keep them ticking
You don’t need previous “Team Lead” or “Manager” titles, just the capability and the appetite to step up. This role is ideal if you’re a strong engineer who’s ready for more responsibility, more influence, and a clear path into leadership, without losing the technical work you enjoy.
Interested? Please click Apply or send your CV to bob.bath@mexasolutions.com and let’s have a confidential chat.
Service Desk Team Lead in Basingstoke employer: Mexa Solutions
Join a leading global SaaS technology organisation that champions innovation and growth, offering you the chance to take ownership of impactful projects while working in a hybrid environment. With a strong focus on employee development, you'll have access to cutting-edge tools and technologies, including AI, and be part of a collaborative culture that values your creative input. Located in Southampton, this role not only provides competitive salary packages but also fosters a dynamic work-life balance, making it an excellent choice for passionate tech professionals.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Team Lead in Basingstoke
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Mexa Solutions values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Mexa Solutions might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Mexa Solutions!
✨Direct Apply to Mexa Solutions
Let's not forget to apply directly through the Mexa Solutions website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Service Desk Team Lead in Basingstoke
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Mexa Solutions.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Mexa Solutions. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Mexa Solutions
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
