Service Desk Team Lead

Ready to take the next step in your IT support career?

We're looking for an experienced Service Desk Team Lead to play a key role in shaping and improving IT services across the organisation.
This is a fantastic opportunity for someone with strong 1st and 2nd line support experience who is ready to combine their technical expertise with leadership responsibilities. You'll lead a small team of Service Desk Technicians, act as a senior escalation point, and drive continuous service improvement initiatives that enhance the experience of UKTL colleagues and stakeholders.
If you're passionate about delivering exceptional customer service, developing people, and improving IT operations, we'd love to hear from you.

What you'll be doing
As Service Desk Team Lead, you'll balance hands-on technical support with people leadership and service improvement responsibilities.
You will:
• Lead, coach and support a team of two Service Desk Technicians, creating a positive and high-performing team culture.
• Provide day-to-day supervision, guidance and mentoring to team members, helping them develop their technical capabilities and customer service skills.
• Undertake line management responsibilities, including performance management, development conversations, objective setting and wellbeing support.
• Act as a technical escalation point, providing expert 1st and 2nd line support for hardware, software, networking and user issues.
• Take ownership of complex incidents and service requests, ensuring timely resolution and effective communication throughout.
• Manage and monitor Service Desk queues, ensuring tickets are prioritised appropriately and service levels are achieved.
• Drive continuous improvement across the Service Desk, identifying opportunities to enhance processes, increase efficiency and improve the user experience.
• Use Service Management tools to manage incidents, requests, assets and change activities in line with ITIL best practice.
• Collaborate with internal teams and third-party suppliers to resolve technical issues and improve service delivery.
• Maintain and develop knowledgebase articles, user guides and support documentation.
• Deliver training, guidance and knowledge sharing sessions for end users and Service Desk colleagues.
• Support Audio Visual technologies and meeting room services for internal and external events.
• Ensure asset and configuration records are maintained accurately.
• Champion excellent customer service and act as an ambassador for IT across UKTL.

Successful Applicants must be able to commute to the UKTL offices in Birmingham at least twice a week

We strive to offer a great work life balance - if you are looking for full time, part time or flexible options, we will try to make this work where business possible. This will be dependent on the kind of role you do and part of the business you work in.