At a Glance
- Tasks: Lead and coach the IT Service Desk team while staying hands-on with technical support.
- Company: Join a leading international professional services organisation with a collaborative culture.
- Benefits: Enjoy hybrid working, private medical insurance, gym discounts, and lifestyle perks.
- Other info: Diverse and inclusive workplace that values all backgrounds.
- Why this job: Make a real impact by improving service standards and leading a dynamic team.
- Qualifications: Experience in a Service Desk leadership role and strong communication skills required.
The predicted salary is between 36000 - 44000 £ per year.
- IT Service Desk Team Leader
- London, 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
- i Manage 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 credible, comfortable getting involved in support themselves, and able to lead calmly when priorities change or incidents elevate.
Strong communication is particularly important as you’ll work with technical teams, managers and senior users.
Our client is an equal opportunity employer.
They celebrate diversity and are committed to creating an inclusive workplace where all employees feel valued and respected.
We encourage applications from candidates of all backgrounds.
Due to the high volume of applications, if you haven’t heard from us within 48 hours, please assume your application has been unsuccessful on this occasion.
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IT Service Desk Team Leader employer: Picture More Ltd
Join a well-established professional services firm that values innovation and collaboration, offering a dynamic work culture where your contributions directly impact global security operations. With competitive salaries and opportunities for professional growth, including hands-on experience in cyber security operations, this role provides a unique chance to advance your career while working remotely from London. Enjoy the benefits of a supportive team environment and the ability to influence security practices across a diverse technology landscape.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Desk Team Leader
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Picture More Ltd values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Picture More Ltd might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Picture More Ltd!
✨Direct Apply to Picture More Ltd
Let's not forget to apply directly through the Picture More Ltd website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace IT Service Desk Team Leader
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Picture More Ltd.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Picture More Ltd. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Picture More Ltd
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
