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

Salary/Rate:£40,000 - £45,000

Job type:Perm

Town/City:London

Country:United Kingdom

Salary Range:50,000 to 75,000

Specialism:IT Support Engineers

Job ref:012786

Post Date:26.02.26

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Meet Our Recruiter

Jesse Dhillon

Director & IT Talent Acquisition Partner

0207 100 4936

j.dhillon@zentechtalent.com

About the Role

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.

Apply Now

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