GoFibre
3rd Line Service Desk Team Lead
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
IT Service Desk Team Leader
Edinburgh (Hybrid Office Role)
Salary: £50,000+ (upwards) Benefits: 31 days holiday, discounted gym membership, enhanced pension, private healthcare, employee wellbeing support, and career coaching
About the Role
As the 3rd Line Service Desk Team Leader, you’ll lead a team of Service Desk Analysts, managing daily operations, business-as-usual (BAU) activity, and serving as the escalation contact for our most complex and technical issues. This crucial role demands deep technical expertise in system administration and robust leadership to drive the team forward.
If you thrive on solving intricate problems and enjoy mentoring teams, this could be for you!
Key Responsibilities
-
Team Development & Support Develop and uphold the Service Desk workforce through coaching, mentoring, and continuous guidance.
-
Incident Management & Escalation Lead the resolution of complex incidents as our 3rd line escalation expert, acting as the go-to troubleshooting resource.
-
Infrastructure & Technology Support Ensure seamless operation of our Azure, Microsoft 365 (M365), Intune, IAM, and MDM environments. Maintain end-to-end office IT operations, including:
- Device provisioning and lifecycle management
- Strict asset control and inventory compliance
-
Security Champions Champion best-in-class security practices across business operations, including access controls, device security, and compliance policies. Emphasise least-privilege access principles and safe working behaviours.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
-
Vendor & Budget Management Manage relationships with system suppliers, oversee licensing renewals, and contribute to budget planning.
-
Process & Documentation Excellence Maintain accuracy and continuous improvement in Jira systems, ITIL processes, and internal documentation.
Required Skills & Experience
- Proven experience building and scaling service desk teams that drive efficiency and customer satisfaction.
- Up-to-date technical know-how in:
- Azure
- Microsoft 365 (M365)
- Device management systems (Intune/MDM)
- Strong problem-solving skills for complex IT challenges.
- Proactive approach to security, data protection, and safeguarding operational integrity.
- Organisational leadership with sharp priority management skills and an emphasis on continuous improvement.
- Self-driven, decisive, and resilient under pressure— rappeler’s resilience is crafted by colleagues.
About GoFibre
We’re redefining broadband access for rural communities across northern England and Scotland, working hard to deliver high-bandwidth speeds that rivals urban counterparts—all while maintaining sustainability and social value.
Our Vision
We’re in the early stages of a transformative journey towards becoming a future-proof, full-fibre broadband leader. Our growth is rapid, innovative, and purpose-driven: together, we’re ambitiously shaping digital connectivity for hundreds of thousands of homes and businesses.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Office Locations
Our team thrives in vibrant offices with:
- Edinburgh (outstanding city views)
- Berwick-upon-Tweed (coastal charm, minutes from transport links)
Our Work Culture
At GoFibre, we thrive on: ✔ Collaboration – Aligning ideas and innovating together ✔ Commitment – Driving forward for others and ourselves ✔ Growth – Encouraging skill development and shared learning
Each day is unique, and so is our team! Pacing quickly, tackling challenges head-on, and supporting each other are essential. We learn continuously, embrace pressure—and turn it into laughter and progress.
Supportive Work Environment
We prioritise work-life balance and wellbeing, ensuring your growth aligns with happiness and stability.
Diversity & Inclusion
At GoFibre, diversity is our strength—we celebrate individuality and foster a workplace where everyone feels valued.
We achieve this through:
- Equal opportunity for all job applicants
- Proactive inclusion across age, disability, gender, race, religion, or sexual orientation
We’re united in our purpose, inspired to challenge norms, and set ambitious service standards.
Ready to Join?
Let’s connect the dots and grow the future of full-fibre broadband together.
Next steps: Apply now
Learn more: www.gofibre.co.uk #LI-SN1
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills