Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead a team of analysts while providing top-notch IT support across the region.
- Company: Join a growing organisation in the IT & Innovation sector.
- Benefits: Competitive salary, opportunities for growth, and a dynamic work environment.
- Why this job: Make a real impact by enhancing user experience and leading a passionate team.
- Qualifications: Experience in 1st Line Support and a desire to develop leadership skills.
- Other info: Field-based role requiring a UK Driving Licence and personal vehicle.
The predicted salary is between 36000 - 40500 £ per year.
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 a UK Driving Licence and Personal Vehicle to undertake field-based work. Please only apply if you can accommodate 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 in London 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 in London
✨Tip Number 1
Network, network, network! Get out there and connect with people in the industry. Attend local IT meetups or online webinars to meet potential employers and fellow professionals. You never know who might have a lead on your dream job!
✨Tip Number 2
Show off your skills! Create a portfolio or a personal website showcasing your technical troubleshooting successes and leadership experiences. This is a great way to demonstrate your capabilities beyond just a CV.
✨Tip Number 3
Prepare for interviews by practising common questions related to IT support and team management. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your problem-solving skills.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities that might be perfect for you. 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 in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of IT Service Desk Team Lead. Highlight your experience in managing teams and troubleshooting technical issues, as well as any relevant skills that match the job description.
Craft a Compelling Cover Letter: Use your cover letter to showcase your passion for IT support and leadership. Share specific examples of how you've inspired teams or improved service delivery in previous roles to really stand out.
Showcase Your Technical Skills: Don’t forget to mention your technical expertise! Detail your experience with hardware, software, and remote support tools, as well as your proactive approach to problem-solving and continuous learning.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and keep track of it, so don’t miss out!
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 hardware, software, and networking fundamentals. Be ready to discuss specific troubleshooting scenarios you've handled in the past, as this will show your hands-on experience.
✨Showcase Your Leadership Skills
Prepare examples of how you've managed or inspired a team before. Highlight any experiences where you’ve developed team members or improved service delivery, as this role requires strong people leadership alongside technical skills.
✨Emphasise Proactive Problem Solving
Think of instances where you identified potential issues before they escalated. Discuss how you implemented solutions that improved service reliability, demonstrating your proactive mindset and commitment to continuous learning.
✨Demonstrate Customer Focus
Be ready to share stories that showcase your empathy and patience in customer interactions. Highlight how you ensure a seamless user experience, as this is crucial for the role and will resonate well with the interviewers.
