IT Service Desk & Workplace Team Lead

About the Role

We’re looking for a proactive, people‑focused and technically confident IT Service Desk & Workplace Team Lead to join our Technology Team. In this role, you’ll oversee the day‑to‑day running of our IT Service Desk, ensuring our colleagues receive exceptional end‑user computing support and that our systems operate to the highest standards. You’ll be the driving force behind a smooth, efficient and secure IT environment — leading a team of IT professionals, championing best practice, and ensuring our services align with business needs, client expectations, industry standards and security commitments. You’ll work closely with the Director of Technology and wider IT leadership, contributing to strategy, shaping processes, and supporting the delivery of key projects across the business.

What You’ll Be Doing

• Leading the daily operations of the IT Service Desk and supporting end‑user computing across the business
• Identifying problematic areas and implementing strategic, long‑term solutions
• Organising and overseeing troubleshooting, repairs and support for IT devices
• Ensuring adherence to all relevant Information Security standards across the team and wider business
• Managing the full lifecycle of end‑user equipment — from inventory and patching to secure and environmentally responsible disposal
• Liaising with vendors and service providers to maintain smooth service delivery
• Monitoring and maintaining IT systems, producing reports and supporting audits in line with security frameworks
• Acting as a key point of contact for colleagues across the business — defining requirements, managing expectations and delivering to agreed timelines
• Supporting the wider business based on team priorities and operational needs
• Maintaining accurate process guides, documentation and system data
• Recruiting, coaching and developing IT Service Desk staff, ensuring they have the training, guidance and support needed to succeed

About You

• You have at least 2 years’ experience leading a team
• You bring a minimum of 5 years’ hands‑on technical experience
• You’re confident working with Microsoft applications, laptop/desktop builds and Intune tooling
• You hold ITIL certification
• You’re Microsoft Azure or Workplace qualified
• You have a clear understanding of the Microsoft Security framework
• You have strong Service Desk management experience — including change, config, incident management and reporting
• You’re an excellent communicator, both verbally and in writing
• You make logical, informed decisions and remain calm under pressure
• You have strong analytical skills and exceptional attention to detail
• You work well independently and collaboratively
• You’re passionate about developing and supporting your team

Why Join Us

You’ll be part of a supportive, empowered and forward‑thinking IT function that values professionalism, innovation and continuous improvement. We believe in doing things the right way — with clarity, confidence and care — and you’ll play a key role in shaping how our colleagues experience technology every day. You’ll lead a team that’s dependable, kind, confident and committed to delivering high‑quality IT services across the business.

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