IT Service Desk Team Leader

IT Service Desk Team Leader

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
• iManage 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.

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