IT Service Team Leader

• Lead the daily IT service desk operations and support the business in understanding their roles and related processes
• Manage, mentor, and develop IT Support Technicians
• Ensure effective incident, request, problem, and resolution management
• Act as an escalation point for complex or high‑impact issues
• Monitor service performance, analyse trends, and implement improvements
• Provide hands‑on 2nd line support where required
• Support and administer a Microsoft‑centric environment
• Support user onboarding and offboarding, device management, and application deployment
• Apply ITIL‑aligned practices across incident, problem, and change management
• Act as Incident Commander for major service outages, coordinating recovery and communications
• Work with Infrastructure, Cybersecurity, and third‑party partners to resolve issues and introduce service improvements
• Build effective working relationships with stakeholders across business areas
• Communicate clearly on incidents, priorities, and service improvements
• Take ownership of issues through to resolution with accountability

• 3–5+ years' experience in IT support or service desk roles, including experience leading or mentoring others
• Strong 2nd line support experience in a Microsoft‑based environment
• Experience supporting users across multiple offices or locations
• Experience in a professional services environment desirable
• Strong knowledge of Microsoft 365, Windows, and Azure technologies
• Excellent customer service and communication skills
• Confident, approachable people leader with a hands‑on mindset
• Well organised, proactive, and able to manage competing priorities
• Calm and effective under pressure, particularly during incidents

Experience in a professional services environment desirable

• Support you on your own growth journey
• Build a progression plan
• Passionate about learning and development
• Flexible working
• Development support is extraordinary for a firm of our size