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For Companies At a Glance
- Tasks: Lead a team while providing top-notch IT support and troubleshooting.
- Company: Join a growing organisation in the IT & Innovation sector.
- Benefits: Competitive salary, career development, and hands-on experience.
- Why this job: Make a real impact by leading a team and enhancing user experiences.
- Qualifications: Experience in 1st Line Support and a passion for team leadership.
- Other info: Field-based role with travel; embrace a culture of continuous learning.
The predicted salary is between 36000 - 40500 £ per year.
Overview
Role: IT Service Desk Support Lead - Regional
Salary: £36,000 - £40,500
Location: Southampton and Field-Based
Network IT are supporting a growing organisation within the IT & Innovation directorate, seeking a Senior IT Service Desk Lead to deliver exemplary first line technical support while also leading and developing a regional team of analysts. This role blends hands on technical troubleshooting with people leadership, ensuring colleagues across the region receive high quality, customer focused IT support. Presence, accessibility, and a proactive mindset are key to success in this position. The successful candidate will require to have a UK Driving Licence and Personal Vehicle to be able to undertake field-based work. Please only apply if you can accommodate to these requirements.
Role Overview
As a Senior IT Service Desk Lead, you will act as both a technical lead and line manager for a group of regional 1st line analysts. You will ensure incidents are thoroughly triaged, resolved efficiently where possible, and escalated only when appropriate. You will support colleagues across multiple geographies, often on-site, ensuring the user experience is seamless and that delays are minimised through continuous learning and proactive service delivery.
Key Responsibilities
- Manage, inspire, and develop a regional team of 1st line support analysts, ensuring high quality customer experience and consistent service delivery.
- Troubleshoot and resolve 1st line technical issues across hardware, software, applications, and endpoints, escalating only after full triage and recreation.
- Champion an "always learning" culture, reducing unnecessary escalations and accelerating ticket resolution.
- Deliver proactive support by identifying opportunities to prevent issues before they occur.
- Maintain a thorough understanding of the organisation's technology stack, including endpoint preparation, life cycle support, and decommissioning.
- Provide on site support across the region, including for field based colleagues. Travel is required.
- Demonstrate empathy, patience, and strong customer experience awareness in every interaction.
- Remain independently curious and committed to upskilling in response to evolving technologies.
- Carry out additional duties as required, consistent with the scope of the role.
Essential Skills & Experience
- Substantial experience in a 1st Line Support role.
- Experience-or strong desire-to manage and develop a team.
- Effective troubleshooting ability across hardware, software, OS, networking fundamentals, remote support tools, and IT administration.
- Proactive mindset with a focus on reducing repeat issues and improving service reliability.
- Excellent interpersonal, organisational, and communication skills, with the ability to work independently and under pressure.
- Enthusiastic team player with a positive, solution focused attitude.
- Willingness to learn new technologies and adapt to evolving processes.
- Security aware, with an understanding of cyber security best practices.
- Full driving licence with business insurance (or ability to travel effectively across non public transport areas).
- Consistent demonstration of organisation-wide values and behaviours.
IT Service Desk Team Lead employer: Network IT Recruitment
Contact Detail:
Network IT Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk Team Lead
✨Tip Number 1
Network, network, network! Get out there and connect with people in the industry. Attend local IT meetups or conferences, and don’t be shy to introduce yourself. You never know who might have a lead on your dream job!
✨Tip Number 2
Show off your skills! If you’ve got a portfolio or examples of your work, bring them along to interviews. Demonstrating your technical troubleshooting abilities can really set you apart from other candidates.
✨Tip Number 3
Prepare for those tricky interview questions! Think about how you’d handle specific scenarios related to team management and customer support. Practising your responses can help you feel more confident when it’s time to shine.
✨Tip Number 4
Don’t forget to apply through our website! We’re always looking for passionate individuals who want to make a difference in IT support. Plus, it’s a great way to ensure your application gets seen by the right people.
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 reflects the skills and experiences that match the IT Service Desk Team Lead role. Highlight your leadership experience and technical troubleshooting skills, as these are key to what we’re looking for.
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 managed teams and resolved technical issues, showing us your proactive mindset and customer-focused approach.
Showcase Your Technical Skills: In your application, don’t forget to mention your experience with hardware, software, and networking fundamentals. We want to see how you’ve tackled technical challenges in the past and how you can bring that expertise to our team.
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’re considered for the role. Plus, it shows us you’re keen on joining our team!
How to prepare for a job interview at Network IT Recruitment
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around 1st line support issues. Be ready to discuss troubleshooting methods for hardware and software problems, as well as your experience with remote support tools. This will show that you're not just a people manager but also a hands-on techie.
✨Showcase Your Leadership Skills
Prepare examples of how you've managed and developed teams in the past. Think about specific situations where you inspired your team or improved service delivery. Highlighting your ability to lead while maintaining a high-quality customer experience will set you apart.
✨Emphasise Proactivity
Discuss how you've identified and resolved potential issues before they escalated. Share any strategies you've implemented to reduce repeat problems and improve service reliability. This proactive mindset is crucial for the role and will demonstrate your commitment to continuous improvement.
✨Be Personable and Empathetic
Remember, this role is about people as much as it is about technology. Prepare to talk about how you've handled difficult customer interactions with empathy and patience. Showing that you understand the importance of a positive user experience will resonate well with the interviewers.
