IT Service Desk Team Lead

About the role

Reed Technology is partnering with a leading Edinburgh‑based organisation to recruit an IT Service Desk Team Lead. This role offers an experienced IT support professional the chance to lead a small team while staying hands‑on with technical operations and escalated support issues.

Key responsibilities

• Lead, mentor, and develop a small team of IT Support Analysts, fostering a high‑performing and customer‑focused support function.
• Serve as the senior 3rd‑line escalation resource for complex technical issues, ensuring efficient and effective resolution.
• Administer and maintain Microsoft Azure, Microsoft 365, Intune, Identity and Access Management (IAM), and Mobile Device Management (MDM) platforms.
• Take ownership of office IT operations, including device deployment, lifecycle management, asset tracking, and provisioning processes.
• Promote and implement IT security best practices across systems, user access, devices, and operational processes.
• Maintain and enhance Jira workflows, technical documentation, and ITIL‑aligned service management processes, driving continual improvement and operational efficiency.

Required profile

• Proven experience in a similar Service Desk Team Lead or IT Support leadership role.
• Demonstrable success in developing support teams and delivering high‑quality IT services.
• Strong technical expertise in Azure, Microsoft 365, Intune, and MDM solutions.
• Good understanding of IT security principles and best practices.
• Experience with PowerShell scripting and systems automation is highly advantageous.

Required skills

• Microsoft Azure
• Microsoft 365
• Intune
• Identity and Access Management (IAM)
• Mobile Device Management (MDM)
• PowerShell
• Jira
• ITIL

What we offer

• Permanent position
• Salary up to £55,000 per annum
• Hybrid working arrangement with up to two days per week in the office
• Central Edinburgh location