Service Desk Team Lead

be it • United Kingdom, Scotland • Posted June 24, 2026

About the Role

An exciting opportunity has arisen for an experienced IT Service Desk Team Leader to join a growing and forward-thinking organisation in a newly created role.

You’ll lead a small but capable service desk team supporting approximately 260 users, while acting as the senior escalation point for complex issues and driving service improvements.

The Role

This is a player-manager position, ideal for someone who enjoys staying close to technology while developing and mentoring others.

You will:

  • Lead and support a team of 2 Service Desk Analysts 
  • Act as the primary 3rd line escalation point for BAU incidents and service requests
  • Own day-to-day service desk operations and ensure strong SLA performance
  • Work closely with wider IT teams on escalations, projects, and improvements 
  • Drive process improvements aligned to ITIL best practices 

    • Technology Environment

    You’ll be working acro...