Harvey Nash
IT Service Desk Lead (Regional)
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Role: IT Service Desk Lead (Regional)
Location: Cheltenham | Hybrid
Salary: £45,000 – £55,000 DOE
Occasional travel required
We’re looking for an IT Service Desk Lead to provide technical leadership, service ownership and people development across a regional IT Service Desk function. This is a fantastic opportunity for someone who combines strong technical expertise with excellent leadership, customer service and problem-solving skills.
What you'll be doing
- Lead, mentor and develop L1 & L2 Service Desk Analysts
- Act as a senior escalation point for complex and high-impact IT issues
- Partner with stakeholders to understand business needs and deliver effective solutions
- Drive excellent customer service and clear communication during incidents and escalations
- Monitor SLAs, ticket quality, trends and customer satisfaction
- Ensure ITIL-aligned processes are consistently followed
- Provide technical guidance across Windows, Microsoft 365, Azure/Entra ID, Active Directory, Teams, VPN, mobile devices and endpoint security
- Drive continuous improvement across Service Desk processes and documentation
- Identify recurring issues and root causes, improving the overall user experience
- Champion PowerShell, automation and AI-enabled improvements
- Support IT Asset Management governance and accuracy
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What we're looking for
You'll ideally have:
- 5+ years' progressive IT support experience
- 1+ year in a technical lead or supervisory position
- ITIL Foundation or higher
- Strong knowledge of Windows, Microsoft 365, Azure/Entra ID and hybrid Active Directory
- Experience with networking concepts including TCP/IP, DNS, DHCP, LDAP and VPN
- Advanced PowerShell, scripting, automation or AI experience
- Excellent communication and stakeholder management skills
- Strong customer focus, ownership and decision-making ability
- A collaborative approach and the confidence to lead from the front
- Ability to work onsite during business hours when required
- Willingness to travel occasionally
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Why this role?
This isn't simply a Service Desk management position. You'll have the opportunity to shape how IT support is delivered, develop people, improve processes and introduce smarter ways of working through automation and AI.
If you're a hands-on technical leader who enjoys solving complex problems, developing people and building trusted relationships with the business, we'd love to hear from you.
Please apply!
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