IT Service Desk Team Lead

• Influence: Real ownership of service desk operations and improvement initiatives
• Transformation: Play a key role in selecting and rolling out a new service desk system
• Environment: Modern workplace stack across Microsoft 365, Azure and Intune
• Stability: Internal role with a long-term focus

What you'll be doing

• Leading and supporting a small service desk / support team (circa 5 people)
• Acting as the senior escalation point for technical issues when needed
• Overseeing day-to-day service desk operations, incidents, and service requests
• Monitoring performance against SLAs and driving continuous improvement
• Staying hands-on across the Microsoft stack:
• • M365 / Azure / Entra ID
• • SharePoint Online
• • Intune / & Autopilot
• • Modern Workplace & Endpoint Management
• Taking a lead role in the research, selection, and implementation of a new service desk ticketing system
• Helping define workflows, processes, reporting, and best practices around the new platform
• Working closely with stakeholders to improve how IT services are delivered across the business
• Improving documentation, processes, and team capability over time
• Helping shape the longer-term roadmap for internal IT services

• A strong background in IT support / service desk environments
• Proven experience leading or mentoring a support team
• Solid hands-on experience across Microsoft 365 and modern workplace technologies
• Confidence managing escalations, priorities, and competing demands
• An interest in service improvement, tooling, and process design
• Clear communication skills with both technical and non-technical users
• Someone who enjoys improving how things work, not just keeping them running

This role is ideal if you want to lead a team, stay technical, and leave things better than you found them, including having a real say in the tools and processes the team uses every day., * SharePoint

• Service Desk Management
• Infrastructure Services
• azure
• service desk support

£45,000 - £55,000 | Basingstoke (Hybrid - 3 days onsite)

You're at your best when you're leading from the front.

Part coach.

Part problem-solver.

Still technical enough to dive in when things get tricky.

This role is a genuine blend of hands-on technical work and team leadership. You'll lead a small service desk and support team while staying close to the technology, not managing from a distance.

On top of that, you'll play a key role in a major upcoming improvement: selecting and implementing a brand-new service desk ticketing platform, helping design the processes, workflows, and ways of working around it.

It's an internal role within a multi-site organisation, running a modern Microsoft cloud environment and focused on improving both service quality and user experience.