IT Service Desk Team Lead

We're seeking an IT Service Desk Team Lead to join a well-established and forward-thinking organisation, leading a small but highly capable Service Desk team that provides critical support across a global business. This is an excellent opportunity for someone who enjoys balancing hands-on technical support with people leadership and is looking to further develop their career within IT Service Management As IT Service Desk Team Lead, you'll play a key role in shaping the day-to-day IT support experience for colleagues across the organisation. You'll lead from the front, managing and developing a team of five Service Desk Analysts while remaining actively involved in incident resolution, escalations, and service improvement initiatives. This role offers genuine progression potential for an ambitious individual who wants to build upon their leadership experience and make a visible impact within a growing and evolving IT function. While the role is predominantly office-based to support collaboration and team leadership, there is flexibility for occasional home working where business needs allow. Key Responsibilities • Lead, coach and develop a team of Service Desk professionals, fostering a positive and high-performing culture. • Provide hands-on technical support and act as an escalation point for complex incidents and service requests. • Oversee daily Service Desk operations, ensuring tickets are managed effectively and service levels are consistently achieved. • Monitor performance metrics, identify trends, and drive continuous service improvement. • Manage workload distribution, queue health, and resource planning to maintain excellent service delivery. • Collaborate with wider IT teams to resolve high-impact issues and support service transitions. • Ensure clear communication during incidents, service disruptions, and operational changes. • Maintain and improve knowledge base documentation and support processes. • Support asset management and lifecycle tracking within ITSM platforms. • Gather user feedback and contribute to initiatives that enhance both service quality and user experience. We're looking for someone who combines strong technical support knowledge with a passion for developing people and improving services. You'll ideally have: • Previous experience in a Service Desk Team Lead, Supervisor, or IT Support leadership position. • Strong understanding of incident, request, and escalation management within an IT service environment. • Experience managing, coaching, and motivating team members. • Excellent communication and stakeholder management skills. • A customer-focused mindset with a commitment to delivering outstanding user support. • The ability to balance operational delivery with service improvement and strategic thinking. • Experience working with ITSM tools and service management best practices. • Salary up to £50,000. • Permanent, full-time position. • Flexible rotating shifts (8-4, 9-5 or 10-6). • Predominantly office-based working with some flexibility for home working. • A genuine opportunity to progress your leadership career within a supportive and evolving IT environment. EA First Ltd are acting as an Employment Agency for this permanent vacancy.