IT Service Desk Team Lead in Norwich

Contract: Full Time, Permanent

Shifts: 37.5 hours per week, Monday – Friday, 9am until 5:30pm with 1 hour's unpaid lunch break

Work model: Fully onsite

Williams Lea seeks a Service Desk Team Lead to join our team! Williams Lea is the leading global provider of skilled, technology-enabled, business-critical support services, with long-term trusted relationships with blue-chip clients across investment banks, law firms and professional services firms.

Purpose of role

The Endpoint Lead is responsible for overseeing the delivery, security, and performance of endpoint services across the UK region. This role ensures a stable, compliant, and high-performing endpoint environment that supports business productivity and enhances user experience. The position provides technical leadership and, where required, manages endpoint teams to ensure service excellence, SLA adherence, and continuous improvement. Acting as a key liaison between IT and business stakeholders, the Endpoint Lead ensures efficient operations while supporting strategic initiatives and transformation programs.

Key responsibilities

• EUC Service Ownership
  • Own and manage the End User Computing estate, ensuring devices, applications, and services are secure, reliable, and fit for purpose.
  • Act as the primary point of contact for all EUC technical issues, escalations, and provide leadership and direction for EUC support activities, ensuring alignment with business needs and IT strategy.
• Microsoft Intune and Endpoint Management
  • Design, implement, and maintain Microsoft Intune for device management (Windows, mobile, and other endpoints as applicable).
  • Manage device compliance, configuration profiles, security baselines, and application deployment.
  • Oversee patching, updates, and lifecycle management of end user devices.
  • Ensure endpoint security and compliance with organisational and regulatory requirements.
  • Administer and manage Microsoft Entra ID (Azure AD), including identity, access, and authentication controls.
  • Configure and maintain conditional access policies, identity security settings, and role-based access.
  • Support identity-related troubleshooting for end users and integrate Entra ID with EUC services and applications.
• Service Management
  • Ensure tickets are triaged, prioritised, and resolved in line with agreed service levels.
  • Use data and metrics from Jira Service Management to identify trends, drive improvements, and report on service performance.
• Incident, Request & Problem Management
  • Handle EUC tickets directly, including incidents, service requests, and escalations.
  • Perform root cause analysis for recurring EUC issues and implement preventative measures.
  • Coordinate with other IT teams and third-party suppliers to resolve complex technical issues.
• Stakeholder Engagement and Communication
  • Act as a trusted technical advisor for EUC matters to users, managers, and senior stakeholders.
  • Communicate clearly on incidents, changes, and improvements affecting end users.
  • Gather user feedback to continuously improve the EUC service and user experience.
• Continuous Improvement and Standards
  • Identify opportunities to automate, standardise, and optimise EUC processes and tooling.
  • Maintain documentation for EUC systems, processes, and support procedures.
  • Keep up to date with Microsoft, EUC, and IT service management best practices.

Skills and Experience/Technical Skills

• Strong hands-on experience with Microsoft Intune and endpoint management.
• Proficient in Microsoft Entra ID (Azure AD), including identity management, conditional access, and security controls.
• Solid technical knowledge of end user computing environments (Windows OS, applications, device lifecycle).
• Strong technical administration and configuration experience with Jira Service Management.
• Experience working in a ticket-driven support environment.
• Strong understanding of IT service management principles (incident, request, problem, and change management).
• Ability to manage competing priorities while maintaining service quality.

Personal Attributes

• Highly customer-focused with a strong sense of ownership and accountability.
• Confident first point of contact for technical issues, able to remain calm under pressure.
• Strong communication skills, able to explain technical concepts to non-technical users.
• Proactive, detail-oriented, and committed to continuous improvement.

Rewards and Benefits

We believe in supporting our employees in both their professional and personal lives. As part of our commitment to your well-being, we offer a comprehensive benefits package, including but not limited to: 25 days holiday, plus