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For Companies At a Glance
- Tasks: Lead a team of analysts while providing top-notch IT support and troubleshooting.
- 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 lead and develop others.
- Other info: Field-based role requiring a UK Driving Licence and personal vehicle.
The predicted salary is between 36000 - 40500 £ per year.
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 organisations technology stack, including endpoint preparation, lifecycle 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
Contact Detail:
Network IT Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk Team Lead in Southampton
✨Tip Number 1
Network with people in the industry! Attend local IT meetups or online webinars to connect with potential employers and other professionals. You never know who might have a lead on your dream job!
✨Tip Number 2
Show off your skills in real-time! Consider setting up a personal project or contributing to open-source initiatives. This not only boosts your CV but also gives you something tangible to discuss during interviews.
✨Tip Number 3
Prepare for interviews by practising common questions and scenarios related to IT support. Role-play with a friend or use mock interview platforms to build confidence and refine your responses.
✨Tip Number 4
Don’t forget to apply through our website! We’re always looking for passionate individuals like you. Tailor your application to highlight your leadership and technical skills, and let’s get you on board!
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 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 technical expertise in hardware, software, and networking. We want to see how you’ve tackled challenges in the past and how you can bring that knowledge 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
✨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 and problem-solving skills.
✨Showcase Your Leadership Skills
Since this role involves managing a team, be prepared to talk about your leadership style and experiences. Think of examples where you've inspired or developed a team, and how you’ve fostered a positive, customer-focused environment.
✨Demonstrate Proactivity
Highlight instances where you've identified potential issues before they became problems. Discuss how you’ve implemented solutions that improved service reliability and reduced repeat issues, showcasing your proactive mindset.
✨Emphasise Communication and Empathy
In this role, strong interpersonal skills are key. Prepare to share examples of how you've effectively communicated with users, especially in high-pressure situations. Show that you understand the importance of empathy in delivering excellent customer service.
