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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.
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 a UK Driving Licence and Personal Vehicle to undertake field-based work.
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 Southampton 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 Southampton
✨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
Be proactive! Research the company and come prepared with ideas on how you can improve their IT service desk. This shows initiative and that you’re genuinely interested in making a difference.
✨Tip Number 4
Apply through our website! We make it easy for you to find roles that match your skills and aspirations. 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 Southampton
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 passionate about leading a team in IT support. Share specific examples of how you've inspired others and improved service delivery in your previous roles.
Showcase Your Technical Skills: In your application, don't forget to mention your hands-on experience with hardware, software, and networking. We want to see how you can troubleshoot effectively and lead a team in resolving issues.
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 this exciting opportunity!
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 leader 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
Be ready to talk about 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 key for the role and will demonstrate your commitment to continuous improvement.
✨Demonstrate Empathy and Communication Skills
Since this role involves a lot of customer interaction, practice articulating your thoughts clearly and empathetically. Prepare to discuss how you've handled difficult customer situations in the past, showcasing your patience and understanding. Strong interpersonal skills are crucial for success in this position.
