IT Service Desk Team Leader

K3 Capital Group; Manchester; On-site; GBP 40,000 - 50,000; Full time

Job summary

A dynamic IT services company in the UK is searching for an IT Service Desk Team Leader. In this role, you will manage and mentor a team of Service Desk Analysts, ensuring efficient service delivery and outstanding customer experience. You will handle complex technical issues, drive process improvements, and deliver hands-on IT support. The ideal candidate has strong leadership skills, technical knowledge, and a passion for enhancing service quality. This position offers a competitive salary and opportunities for professional development.

Benefits

Very competitive salary and benefits package

Opportunities for professional development

Collaborative team environment

Qualifications

• Experience leading IT support teams with a proactive approach.
• Technical troubleshooting skills focusing on hardware and software.
• Familiarity with best practice frameworks like ITIL.

Responsibilities

• Lead, support, and develop the Service Desk team.
• Manage ticket escalations and ensure timely resolution of technical issues.
• Implement SLAs and improve service delivery.

Skills

Excellent communication and interpersonal skills

Strong organisational ability

Proven experience in IT support

Solid technical knowledge

Familiarity with ITIL

Education

ITIL Foundation certification or higher

Tools

Windows

Microsoft 365

Azure

Intune

Active Directory

Job description

About the Role

Are you passionate about delivering exceptional IT support and leading high‑performing teams? We’re looking for an IT Service Desk Team Leaderto join our dynamic IT Services team. In this pivotal role, you’ll manage and mentor a team of Service Desk Analysts, ensuring efficient service delivery and outstanding customer experience.

You’ll act as the escalation point for complex technical issues, drive process improvements, and help shape the future of our IT support services. If you thrive in a fast‑paced environment and have strong leadership and technical skills, we’d love to hear from you!

What You’ll Do

• Lead, support, and develop the Service Desk team

• Monitor performance and provide feedback to drive continuous improvement

• Manage ticket escalations and ensure timely resolution of technical issues

• Deliver hands‑on support and troubleshoot hardware/software problems

• Implement SLAs and process improvements to optimise service delivery

• Build strong relationships with stakeholders and champion customer service excellence

What We’re Looking For

• Excellent communication and interpersonal skills

• Strong organisational ability and a proactive approach

• Proven experience in IT support, ideally with supervisory responsibilities

• Solid technical knowledge (Windows, Microsoft 365, Azure, Intune, Active Directory)

• Familiarity with ITIL or other best practice frameworks

Desirable:

• ITIL Foundation certification or higher

• Experience in coaching or mentoring staff

Why Join Us?

• Very competitive salary and benefits package

• Opportunities for professional development and certification

• A collaborative and supportive team environment

• The chance to make a real impact on service quality and efficiency and contribute to the vision for the future of the organisation

Ready to take the next step in your IT career?
Apply now and help us deliver exceptional IT services that keep our organisation running smoothly