Premier Group
IT Service Desk Team Leader
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I am currently partnering with an innovative Microsoft Gold Partner that delivers managed services and cloud transformations to prestigious professional and financial services firms. They are looking for a IT Service Desk Team Leader to help guide and evolve their support team.
Reporting directly to the Service Desk Manager, you will lead by example to inspire, motivate, and build a high-performing engineering team.
Job Title
IT Service Desk Team Leader
Salary
£45,000 + 10% Bonus
Location
Central London (5 Days Onsite a week)
Job Type
Full-time, Permanent
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Key Responsibilities
- Team Leadership: Inspire, motivate, and coach engineers, setting clear standards and managing performance to exceed expectations
- Service Delivery: Ensure high-quality customer service, act as a key escalation point for technical issues, and ensure SLAs and KPIs are met
- Process Alignment: Oversee day-to-day incident and major incident management processes in line with best practices.
- Continuous Improvement: Identify areas for operational efficiency, update documentation, and facilitate smooth technical discussions.
Essential Requirements
- Leadership Experience: Proven track record leading, mentoring, or supervising a technical service desk or support team.
- Microsoft Stack: Practical experience supporting modern Microsoft environments (M365, Intune, Teams, SharePoint, Azure)
- Frameworks: Good practical working knowledge of ITIL processes and incident management workflows.
- Communication: Exceptional writing and interpersonal skills, with experience writing clear process documentation and reports.
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