Service Desk Team Lead

Job Title: Service Desk Team Lead
Salary: £ 38,000 - £42,500
Location: Leicester (Hybrid)

The Opportunity

This role will see you overseeing the day-to-day operations of a busy service desk, leading a team to deliver high-quality technical support while driving service improvements. It's a hybrid position based in Leicester, offering a collaborative environment and the chance to make a real impact on service delivery standards.
Benefits:

• Be part of a forward-thinking, innovative organization leading the automotive retail industry.

• Work within a dynamic and collaborative IT team.

• Competitive salary and benefits

• Career development opportunities within a growing business.

• Hybrid working

Key Responsibilities

• Service Management: Ensure all incoming support requests (phone, email, chat, ticketing) are managed efficiently and within SLA targets.

• Technical Leadership: Act as a go-to expert for Microsoft environments (Azure, Active Directory, Intune, Microsoft 365) and provide support on Cisco networking.

• Incident & Escalation: Take ownership of critical incidents, lead resolution efforts, and maintain clear, effective communication.

• Team Leadership: Support and develop 1st and 2nd Line Support teams, offering mentoring, guidance, and training.

• Performance Oversight: Monitor ticket progress and service quality to ensure consistent, high-level support.

• Workload Coordination: Manage daily operations, allocate resources effectively, and plan rotas (including occasional weekend cover).

• Service Improvement: Identify areas for process enhancements, contribute to knowledge sharing, and help roll out new tech solutions.

• Documentation & Training: Contribute to internal documentation and team training initiatives; support wider IT projects as needed.

Key Requirements:

• Strong experience in technical IT support, particularly in Microsoft-focused environments.

• Solid knowledge of Cisco networking, including switches, firewalls, and VPNs.

• Previous experience leading or mentoring IT support teams.

• Proven ability to meet SLAs and maintain service desk performance.

• Confident communicator with experience managing incidents and engaging stakeholders.

• Adaptability in a fast-paced, evolving tech environment.

• ITIL knowledge is a plus, but not a requirement.

If you're a proactive leader who thrives in a service-driven environment and enjoys getting hands-on with technical challenges, this could be an excellent next step in your career.

Interested in learning more? Get in touch to discuss further or apply today.