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We are looking for an experienced Service Desk Team Leader to build and lead an internal IT support function. This is a hands-on role combining technical leadership with day-to-day support delivery, ensuring a high standard of service, system reliability, and customer satisfaction. You will take ownership of the support function, act as an escalation point for complex issues, and help shape processes, standards, and best practices as the team grows.

Key Responsibilities

Service & Team Leadership

• Establish and lead an IT support function, setting service standards and ways of working
• Act as a senior escalation point for technical and service-related issues
• Ensure tickets are prioritised, managed, and resolved within agreed timescales
• Maintain a strong customer-focused approach across all support interactions

Technical Support & Troubleshooting

• Provide hands-on support across hardware, software, and networking issues
• Diagnose and resolve complex technical problems efficiently
• Support users via phone, email, and ticketing systems
• Escalate issues when required, ensuring clear documentation and handover

Systems & Infrastructure

• Monitor and maintain IT systems to ensure uptime, performance, and reliability
• Assist with the design, deployment, and ongoing management of servers, networks, and storage
• Perform system updates, patching, backups, and routine maintenance

Hardware, Software & Network Support

• Configure and support desktops, laptops, mobile devices, and peripherals
• Install, maintain, and update operating systems and applications
• Support basic to intermediate networking including connectivity, VPNs, and access control

Security & Compliance

• Ensure systems comply with internal IT policies and security standards
• Support the implementation and maintenance of security controls (AV, firewalls, endpoint protection)
• Assist with security audits and vulnerability reviews

Documentation & Knowledge Sharing

• Maintain accurate records within the ticketing system and knowledge base
• Document processes, fixes, and best practices to support team efficiency
• Provide guidance and informal training to users to improve self-sufficiency

Project Involvement

• Lead or contribute to IT projects such as upgrades, migrations, and new system implementations
• Work closely with stakeholders to ensure IT initiatives align with business needs

Working Arrangements

• Hybrid or on-site working depending on operational requirements
• Occasional out-of-hours or on-call support may be required
• Some manual handling of IT equipment may be necessary

Ideal Background

• Proven experience in a senior IT support or service lead role
• Strong technical troubleshooting skills across desktop, server, and networking environments
• Confident communicator with a customer-first mindset
• Comfortable balancing hands-on technical work with leadership responsibility