At a Glance
- Tasks: Lead a team, provide technical support, and drive service improvements.
- Company: Join UKTL, a leader in Telecoms testing and innovation.
- Benefits: Flexible working options, enhanced pension scheme, and above industry standard benefits.
- Other info: Diverse and inclusive workplace with excellent career growth opportunities.
- Why this job: Make a real impact on IT services and enhance user satisfaction.
- Qualifications: Experience in 1st and 2nd line support and team leadership.
The predicted salary is between 31500 - 38500 £ per year.
About the Role
Ready to take the next step in your IT support career? We're looking for an experienced Service Desk Team Lead to play a key role in shaping and improving IT services across the organisation. This is a fantastic opportunity for someone with strong 1st and 2nd line support experience who is ready to combine their technical expertise with leadership responsibilities. You'll lead a small team of Service Desk Technicians, act as a senior escalation point, and drive continuous service improvement initiatives that enhance the experience of UKTL colleagues and stakeholders. If you're passionate about delivering exceptional customer service, developing people, and improving IT operations, we'd love to hear from you.
What you'll be doing
- Lead, coach and support a team of two Service Desk Technicians, creating a positive and high-performing team culture.
- Provide day-to-day supervision, guidance and mentoring to team members, helping them develop their technical capabilities and customer service skills.
- Undertake line management responsibilities, including performance management, development conversations, objective setting and wellbeing support.
- Act as a technical escalation point, providing expert 1st and 2nd line support for hardware, software, networking and user issues.
- Take ownership of complex incidents and service requests, ensuring timely resolution and effective communication throughout.
- Manage and monitor Service Desk queues, ensuring tickets are prioritised appropriately and service levels are achieved.
- Drive continuous improvement across the Service Desk, identifying opportunities to enhance processes, increase efficiency and improve the user experience.
- Use Service Management tools to manage incidents, requests, assets and change activities in line with ITIL best practice.
- Collaborate with internal teams and third-party suppliers to resolve technical issues and improve service delivery.
- Maintain and develop knowledgebase articles, user guides and support documentation.
- Deliver training, guidance and knowledge sharing sessions for end users and Service Desk colleagues.
- Support Audio Visual technologies and meeting room services for internal and external events.
- Ensure asset and configuration records are maintained accurately.
- Champion excellent customer service and act as an ambassador for IT across UKTL.
Successful Applicants must be able to commute to the UKTL offices in Birmingham at least twice a week. We strive to offer a great work life balance - if you are looking for full time, part time or flexible options, we will try to make this work where business possible. This will be dependent on the kind of role you do and part of the business you work in.
About You
We're interested in candidates who can demonstrate:
- Proven experience delivering 1st and 2nd line IT support in a Service Desk or IT Support environment.
- Experience leading, mentoring or supervising others, with the confidence to support team development and performance.
- Strong troubleshooting skills across hardware, software, Microsoft technologies and end-user devices.
- A customer-first approach and a passion for delivering an excellent support experience.
- Experience working with Service Management tools and ticketing systems.
- Knowledge of ITIL principles and service management best practices.
- The ability to prioritise workloads, manage competing demands and remain calm under pressure.
- Excellent communication skills with both technical and non-technical stakeholders.
- A proactive mindset with a genuine desire to improve services and drive positive change.
Why join UKTL?
This role offers the opportunity to make a genuine impact. You'll not only lead a small team and solve technical challenges, but you'll also help shape the future of IT service delivery at UKTL. Your ideas, experience and leadership will directly contribute to improving services, enhancing user satisfaction and supporting UKTL's wider mission. If you're an experienced Service Desk professional looking for a leadership role where you can combine technical expertise, people management and service improvement, we'd love to hear from you.
We actively recruit citizens of all backgrounds, but the nature of our work in this specific area means that nationality, residency and security requirements are more tightly defined than others. To work in this role, you will need to hold an SC clearance with no restrictions. You are welcome to apply without already holding SC clearance; however, you will not be able to start in post until the clearance has been successfully granted.
About Us
UKTL is building leading edge Telecoms testing facilities to keep our telecommunications networks safe, accelerate the roll-out of new technologies, and grow our world leading telecoms sector to maintain resiliency and security. Successful candidates will join a state-of-the-art facility and be supporting the team conducting testing and research on the latest technologies and innovations in the industry. You will work alongside our infrastructure and Cybersecurity professionals to ensure that the UK's world class Telecoms infrastructure grows in a resilient and secure manner underpinning growth in other industry sectors.
As a trusted and independent national capability, UKTL interacts with standards bodies, Academia, and Government Departments as well as Communications Service Providers and equipment vendors. The National Physical Laboratory (NPL) is a world-leading centre of excellence that provides cutting-edge measurement science, engineering and technology to underpin prosperity and quality of life in the UK.
At NPL, we believe our success is a result of the diversity and talent of our people. We strive to nurture and respect individuals to ensure everyone feels valued by treating everyone on the basis of their own individual merits and abilities regardless of their own or perceived identity. As part of our commitment to diversity & inclusion, we ensure we’re creating an environment where all our colleagues feel supported and welcome.
We offer a wealth of above industry standard benefits, such as enhanced pension scheme, flexible working, and more.
Service Desk Team Lead employer: National Physical Laboratory
The National Physical Laboratory (NPL) is an exceptional employer that prioritises employee wellbeing and professional growth, offering a supportive work culture where your contributions truly matter. With flexible working arrangements and opportunities to engage in diverse projects, you will thrive in an environment that values innovation and collaboration, all while being part of a prestigious institution located in the scenic town of Teddington.
Contact Details:
National Physical Laboratory Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Team Lead
✨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 National Physical Laboratory values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
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Create a personal project or case study relevant to the challenges National Physical Laboratory 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.
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✨Direct Apply to National Physical Laboratory
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We think you need these skills to ace Service Desk Team Lead
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 National Physical Laboratory.
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 National Physical Laboratory. 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 National Physical Laboratory
✨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.
