At a Glance
- Tasks: Lead and coach a dynamic Service Desk team while ensuring top-notch service delivery.
- Company: Join Workplace IT, a leading Managed Service Provider in the UK.
- Benefits: Enjoy 25-30 days annual leave, private health care, and hybrid working options.
- Other info: Work in a supportive environment with opportunities for professional growth.
- Why this job: Step into a leadership role with clear career progression and meaningful impact.
- Qualifications: Experience in service desk leadership or senior engineering roles required.
The predicted salary is between 40000 - 50000 € per year.
Location: Kings Lynn
Salary: £40,000 to £50,000 (DOE)
Hours: 9:00am to 5:30pm Monday to Friday (one hour for lunch)
About Workplace IT
Workplace IT is a Managed Service Provider (MSP) providing Co‑Managed IT Outsourcing and Digital Safeguarding to large, Health Housing and Social Care organisations across the UK. We’re looking for a Service Desk Team Lead to lead and coach our Service Desk team. This is very much a team leadership role, not a ticket role. This role is ideal for an experienced Service Desk Team Lead or senior engineer who has consistently demonstrated leadership capability and is ready to move into a dedicated people leadership role.
What you’ll do:
- Lead and support a growing team of Service Desk Engineers operating 7 x days per week
- Keep tickets on track (reviewing, prioritising, coaching not firefighting)
- Act as an escalation point for clients, handling issues by phone followed by email and ticket
- Oversee quality, SLAs and documentation using ConnectWise Manage
- BAU team matters (1:1s, holidays, development)
- Ensure the team adhere to compliance including GDPR, DSPT, Cyber Essentials, ISO27001
- Support the recruitment of new service desk engineers
- Report into Directors and form part of a new leadership team
- Only work tickets in exceptional peak periods
Core Technology Environments:
- Microsoft 365 | OneDrive | SharePoint | Intune | Automate | MFA
- Unifi WIFI and Networking
- Draytek Routing
- Dell Laptop / Desktops
- ConnectWise Manage, Automate, Boost, Bright gauge and Smile back
- Working with third parties including Wavenet, Redcentric, One Advanced, Civica etc
Why this role:
- Clear career progression into senior operational leadership
- Hybrid working with one anchor office day per week in King’s Lynn
- Increasing responsibility and salary as you grow with the business
- Meaningful work in regulated, high‑impact environments
Benefits:
- 25 days annual leave, rising to 30 days after 12 months plus UK bank holidays
- Contributory pension scheme
- Private health, dental and eye care
- Hybrid working flexibility
- Paid on call allowance (to be introduced later in 2026) (low call volume)
- Home working IT equipment provided
Interview Process:
- 30 – Minute Microsoft Teams Interview with the CTO
- 60 – Minute in‑person interview at King’s Lynn including scenario based questions
- 60 – Minute Online Personality Profiling and DBS Checking
Note: The successful candidate must be comfortable spending their first four weeks based full time in the King’s Lynn office, to support induction, onboarding and a full understanding of the organisation and service model.
IT Service Desk Team Lead employer: Workplace IT Technologies Limited
Workplace IT is an exceptional employer, offering a supportive and collaborative work culture that prioritises employee growth and development. With clear career progression opportunities, hybrid working arrangements, and a comprehensive benefits package including private health care and generous annual leave, this role in King's Lynn provides a meaningful opportunity to lead a dedicated team in a high-impact environment.
Contact Detail:
Workplace IT Technologies Limited Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Desk Team Lead
✨Tip Number 1
Get to know the company inside out! Research Workplace IT, their values, and the services they provide. This will help you tailor your responses during interviews and show that you're genuinely interested in the role.
✨Tip Number 2
Practice your leadership stories! Think of specific examples where you've led a team or resolved conflicts. We want to hear about your experiences, so be ready to share how you can motivate and support a team of Service Desk Engineers.
✨Tip Number 3
Prepare for scenario-based questions! Since the interview includes these, think about how you'd handle real-life situations on the service desk. This will demonstrate your problem-solving skills and ability to manage client expectations.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you’re proactive and keen to join our team at Workplace IT.
We think you need these skills to ace IT Service Desk Team Lead
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 any relevant technical skills, especially with Microsoft 365 and ConnectWise Manage.
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 led teams and improved service delivery in previous positions. Make it personal and engaging!
Showcase Your Leadership Style:In your application, give us a glimpse of your leadership style. We want to know how you motivate and support your team, so share any coaching or mentoring experiences you've had.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows us you're serious about joining our team!
How to prepare for a job interview at Workplace IT Technologies Limited
✨Know Your Stuff
Make sure you’re well-versed in the core technologies mentioned in the job description, like Microsoft 365 and ConnectWise Manage. Brush up on your knowledge of IT service management and be ready to discuss how you've led teams in similar environments.
✨Showcase Your Leadership Skills
This role is all about team leadership, so prepare examples that highlight your experience in coaching and developing others. Think about specific situations where you’ve successfully managed a team or resolved conflicts, and be ready to share those stories.
✨Understand the Company Culture
Research Workplace IT and their approach to managed services. Familiarise yourself with their values and how they operate within the health, housing, and social care sectors. This will help you align your answers with what they’re looking for in a candidate.
✨Prepare for Scenario-Based Questions
Since the interview includes scenario-based questions, think through potential challenges you might face as a Service Desk Team Lead. Prepare structured responses that demonstrate your problem-solving skills and ability to prioritise tasks effectively.
