Full job descriptionAn exciting opportunity has arisen for an experienced IT Service Desk Team Leader to join a growing and forward-thinking organisation in a newly created role.
You’ll lead a small but capable service desk team supporting approximately 260 users, while acting as the senior escalation point for complex issues and driving service improvements.



The Role

This is a player-manager position, ideal for someone who enjoys staying close to technology while developing and mentoring others.
You will:
*Lead and support a team of 2 Service Desk Analysts
*Act as the primary 3rd line escalation point for BAU incidents and service requests
*Own day-to-day service desk operations and ensure strong SLA performance
*Work closely with wider IT teams on escalations, projects, and improvements
*Drive process improvements aligned to ITIL best practices



Technology Environment

You’ll be working across a modern Microsoft environment, including:
*Microsoft 365
*Azure / Entra ID
*Intune (endpoint management & MDM)
*PowerShell (automation & scripting)
*Jira / ITSM tooling



Key Responsibilities

*Provide hands-on 3rd line support across cloud, endpoint, and identity services
*Manage user access, devices, and security controls following best practice
*Oversee device lifecycle, provisioning, and compliance
*Mentor and develop team members, supporting their technical growth
*Build strong relationships with internal stakeholders and external vendors
*Ensure accurate documentation and consistent service processes



What We’re Looking For

*Experience in a Service Desk Team Lead or Senior/3rd Line role
*Strong technical skills across M365, Azure/Entra, and Intune
*Scripting experience (PowerShell preferred)
*Knowledge of ITIL processes and service management principles
*Experience using tools such as Jira (or similar ITSM platforms)
*A proactive, hands-on mindset with excellent communication skills