• Lead, motivate and develop a team of IT Service Desk Analysts, providing day-to-day guidance and support.
• Act as the primary escalation point for complex technical issues across the Service Desk function.
• Oversee the daily operation of the Service Desk, ensuring support requests are managed efficiently and within agreed service levels.
• Monitor ticket queues, workload allocation and overall team performance to maintain excellent service delivery.
• Deliver advanced technical support across Microsoft Windows, Microsoft 365 and associated technologies.
• Coordinate shift patterns and resource planning to ensure appropriate Service Desk coverage.
• Support meeting room technology and audiovisual systems, assisting with internal and client-facing events where required.
• Drive continuous improvement across Service Desk processes, including onboarding, asset management and ticket lifecycle management.
• Ensure user account administration and joiner/leaver processes are completed accurately and on time.
• Produce service reports and performance metrics while identifying opportunities to enhance customer service.
• Encourage knowledge sharing, mentoring and ongoing development within the IT team.
• Participate in the out-of-hours support rota as required.

This role will suit an experienced IT Service Desk professional looking to take the next step in their leadership career or an existing Team Lead seeking a new challenge within a leading professional services environment.

You will also have:

• A minimum of 3 years’ experience within an IT Service Desk environment, including previous team leadership or senior support responsibilities.
• Strong technical knowledge of Microsoft Windows and Microsoft 365 environments.
• Experience managing or mentoring technical support teams.
• Exposure to Microsoft Azure would be advantageous.
• Experience working with ITSM/ticketing systems, mobile device management solutions and audiovisual technologies.
• A solid understanding of ITIL principles and service management best practices.
• Experience producing reports using Power BI and the Microsoft Office suite.
• Excellent troubleshooting and problem-solving skills.
• Strong communication and stakeholder management abilities with a customer-focused approach.
• The ability to prioritise workloads while maintaining high service standards in a fast-paced environment.