Service Desk Team Lead – Central London (Hybrid) – Up to £45,000

Service Desk Team Lead – Central London (Hybrid) – Up to £45,000

Are you ready to step into a leadership role where you can truly shape a team, influence service quality, and drive operational excellence?

We are working with a well-established, highly respected IT services organisation supporting a diverse client base across the UK. Known for their strong culture, structured environment, and commitment to developing their people, they are now looking for a Service Desk Team Lead to guide and coordinate their front-line support function.

This opportunity is ideal either for a strong Senior / 2nd Line Engineer ready to step into their first leadership role, or an existing Team Lead looking to manage a larger team and broaden their impact. You will be coordinating and supporting a team of circa 10 engineers within a structured, service-driven environment.

The Role

A hands-on leadership position with a clear split:

• 40% Management & Team Leadership — mentoring, coaching, performance, workflow coordination, and service discipline

• 30% Technical Escalation — supporting complex incidents, guiding engineers, and ensuring strong technical outcomes

• 30% Client Escalation — managing service concerns, communication, and maintaining client confidence

You will lead from the front while ensuring high levels of service delivery, customer satisfaction, and operational discipline.

Key Responsibilities

• Lead, mentor, and coordinate a team of ~10 Service Desk Engineers

• Act as the primary point for technical and client escalations

• Drive service quality, SLA performance, and customer experience

• Support incident, request, and problem management processes

• Improve workflow, documentation, and service efficiency

• Foster a structured, positive, and accountable team culture

Technical Environment

• Microsoft 365 / Azure AD / Entra

• Windows Server & Desktop

• Networking fundamentals (DNS, DHCP, VPN, TCP/IP)

• Endpoint / Intune exposure beneficial

• ITIL / Service-driven environment

What They’re Looking For

• MSP or multi-client IT services experience

• Leadership potential or previous team coordination experience

• Strong communication and stakeholder skills

• Calm, organised, and service-focused mindset

• Someone who wants to grow, improve, and take ownership

The Offer

• Salary up to £45,000

• Hybrid working  3 days per week in Central London

• Leadership growth and progression opportunity

• Supportive, structured, and well-run environment

• The chance to influence and shape a growing Service Desk

Interested?

If this sounds like the right next step for you, please apply with your CV. If you’d prefer an informal conversation before applying, feel free to get in touch directly to discuss the role in more detail.