3rd Line Service Desk Team Lead

WHO WE ARE

At [Employer hidden — view at passion-project.co.uk] we’re on an exciting journey to revolutionise broadband capabilities for homes and businesses in rural towns and villages across Scotland and the north of England, connecting communities and affording them digital capability equal to their city counterparts; whilst being as environmentally conscious as possible, and creating social value in the areas we serve.

Our story is only just beginning. We’re growing fast and we don’t intend to slow down anytime soon as we play our part in ensuring future-proof full fibre coverage. We continue to raise investment for our infrastructure, service and people through our top-notch partnerships, and we’re confident and enthusiastic about what is coming next for the [Employer hidden] family, as we strive to connect hundreds of thousands of homes and businesses. We have fantastic offices to allow colleagues to connect and catch up, one in central Edinburgh (with stunning 360 views of the city) and another in the coastal town of Berwick Upon Tweed; both a short walk from transport links.

HOW WE WORK

Collaboration, innovation, commitment, continual improvement of our business and ourselves, are the cornerstones of what creates our collective success. No two days are the same; the landscape is constantly changing, and we think on our feet, move fast and tackle challenges and opportunities head on. We’re always learning and we thrive under pressure, because we support one another and have some laughs along the way. We’re all in this together, as we navigate the road less travelled, pushing the boundaries of what we can deliver and the professionals we can become. We take care of each other and care about work-life balance and wellbeing.

Sound like the kind of place you want to work? If so, read on

THE TEAM

As the Service Desk Team Lead, you’ll work alongside Infrastructure, Cyber, Applications and our Service Desk Teams to keep [Employer hidden] running smoothly. Leading a team of Service Desk Analysts, you’ll take ownership of the team’s daily operations and BAU activity, whilst serving as the senior escalation point for our most complex and advanced issues.

We’re looking for you to be a technical expert who can administer and support our systems, whilst providing strong leadership. If this sounds like you, we want to hear from you!

WHAT YOU WILL BE WORKING ON

• Managing, mentoring and supporting our Service Desk Analysts
• Owning complex incident resolution at a 3rd line level, acting as the primary escalation point for advanced BAU issues
• Take charge of administering and supporting our Azure, M365, Intune, IAM and MDM platforms
• Lead the full lifecycle of office IT operations from device management and hardware provisioning to smooth asset control
• Ensuring security best practices are consistently applied across all Service Desk operations, including BAU activities, access control, device management, and policy adherence
• Handling vendor relationships, licensing, renewals and contributing to budgeting and forecasting
• Manage Jira usage, documentation and ITIL aligned processes, ensuring accuracy, consistency and continuous improvement

WHAT YOU WILL BRING TO THE ROLE

• Previous experience leading and developing a high performing service desk team
• Solid experience in Azure, M365, Intune/MDM and identity & access management
• Confidence in resolving complex BAU incidents at a 3rd line level
• A proactive security mindset, ensuring least‑privilege principles and secure user workflows
• Excellent decision‑making and prioritisation abilities, plus a structured approach to processes and continuous improvement

We love that everybody is different, and we believe a diverse workforce will be our strength. We ensure equal opportunity, champion inclusion and we actively encourage applications from suitably qualified candidates regardless of age, disability, gender, race, religion or orientation. Together, we’re all part of the rich [Employer hidden] family and we’re unified by our goals, inspiring our teams to challenge the norm and deliver best-in-class service to our customers, all whilst encouraging and appreciating one another.

Are you ready for the challenge? Get in touch now, we can’t wait to hear from you!

www.[Employer hidden].co.uk