IT Service Desk Team Leader
Chancery Lane
£60,000 - £65,000
Hybrid, minimum 3 days in the office
Are you an experienced IT Service Desk Team Leader who still enjoys being hands-on technically, rather than moving into a purely managerial role?
We’re recruiting for a leading international professional services organisation looking for someone to take day-to-day operational leadership of its UK and European Service Desk. You’ll lead and coach the team, manage escalations and service performance, while remaining hands-on when required across remote, telephone and deskside support.
What’s on offer:
Hybrid working, minimum 3 days per week in the London office
Core hours of 9:30am to 5:30pm, with flexibility around the Service Desk rota
Private medical insurance and dental cover
Discounted gym membership
On-site café and additional lifestyle benefits
What you’ll be doing:
Leading the day-to-day operation of the UK and EU Service Desk
Managing workloads, ticket queues, SLAs, call availability and shift coverage
Coaching and mentoring Service Desk Analysts and Senior Analysts
Acting as an escalation point for technical and operational issues
Coordinating Service Desk activity during Major Incidents
Improving ticket quality, processes, knowledge articles and service standards
Using dashboards and service data to identify recurring issues and improvement opportunities
Supporting technology rollouts, projects and transition into BAU
Remaining hands-on with users during busy periods, escalations and major incidents
Technical environment:
Windows 11
Microsoft 365
Teams and Teams Phone
Entra ID / Active Directory
Microsoft Intune
Halo ITSM or comparable enterprise ITSM tools
Virtual desktop technologies
Mobile device management
Networking, printers and meeting-room technology
iManage experience would be beneficial
You’ll need previous Service Desk Team Leader, Supervisor or similar experience within a structured support environment. The successful candidate will be technically...
IT Service Desk Team Leader employer: Picture More Careers
As a SAP Systems Analyst at our dynamic People Systems team, you'll be part of an innovative HR technology journey in a collaborative environment that values growth and development. With a strong focus on career advancement, hybrid working options, and the chance to shape the future of HR technology, this role offers a unique opportunity to enhance your skills while contributing to a leading international professional services firm.
