IT Service Desk Team Lead

IT Service Desk Team Lead - Lead the people. Own the tech. Shape the future. £45,000 – £55,000 | Basingstoke (Hybrid – 3 days onsite) You’re at your best when you’re leading from the front. Part coach. Part problem-solver. Still technical enough to dive in when things get tricky. This role is a genuine blend of hands-on technical work and team leadership. You’ll lead a small service desk and support team while staying close to the technology, not managing from a distance. On top of that, you’ll play a key role in a major upcoming improvement: selecting and implementing a brand-new service desk ticketing platform, helping design the processes, workflows, and ways of working around it. It’s an internal role within a multi-site organisation, running a modern Microsoft cloud environment and focused on improving both service quality and user experience. What’s in it for you? Salary: £45,000 – £55,000 Location: Basingstoke (hybrid - 3 days onsite, 2 from home) Balance: Lead a team while staying hands-on technically Influence: Real ownership of service desk operations and improvement initiatives Transformation: Play a key role in selecting and rolling out a new service desk system Environment: Modern workplace stack across Microsoft 365, Azure and Intune Stability: Internal role with a long-term focus What you’ll be doing Leading and supporting a small service desk / support team (circa 5 people) Acting as the senior escalation point for technical issues when needed Overseeing day-to-day service desk operations, incidents, and service requests Monitoring performance against SLAs and driving continuous improvement Staying hands-on across the Microsoft stack: M365 / Azure / Entra ID SharePoint Online Intune & Autopilot Modern workplace & endpoint management Taking a lead role in the research, selection, and implementation of a new service desk ticketing system Helping define workflows, processes, reporting, and best practices around the new platform Working closely with stakeholders to improve how IT services are delivered across the business Improving documentation, processes, and team capability over time Helping shape the longer-term roadmap for internal IT services What you’ll bring to the table A strong background in IT support / service desk environments Proven experience leading or mentoring a support team Solid hands-on experience across Microsoft 365 and modern workplace technologies Confidence managing escalations, priorities, and competing demands An interest in service improvement, tooling, and process design Clear communication skills with both technical and non-technical users Someone who enjoys improving how things work, not just keeping them running This role is ideal if you want to lead a team, stay technical, and leave things better than you found them, including having a real say in the tools and processes the team uses every day.