IT Service Desk Team Leader

About the role

The IT Service Desk Team Leader will oversee the daily operations of a Service Desk supporting a global luxury beauty and retail brand. You will balance hands‑on technical escalation with people‑management responsibilities, ensuring high‑quality support and continuous improvement.

Key responsibilities

• Lead a team of Service Desk Analysts, manage rotas, conduct 1‑to‑1s and drive professional development.
• Guard Service Level Agreements, ensuring incidents and requests are categorised, prioritised and resolved within targets.
• Act as first point of contact for technical and procedural escalations, routing complex issues to higher‑tier teams.
• Perform ticket audits and call monitoring to maintain service quality.
• Generate and analyse KPI reports to identify trends, recurring faults and training gaps.
• Maintain and expand the Service Desk Knowledge Base to promote self‑service.

Required profile

• Proven leadership experience in an IT support environment (Team Lead, Senior Analyst or similar).
• Strong communication skills with the ability to explain technical concepts to non‑technical users.
• Logical problem‑solving approach and calmness under pressure during outages.

Required skills

• Support of Windows and macOS environments.
• Microsoft 365 administration.
• Active Directory management.
• Basic networking knowledge (TCP/IP, VPNs).
• Understanding of ITIL foundation principles.

What we offer

• Highly competitive pro‑rata salary (£35,000‑£40,000 per year).
• Opportunity to work for a prestigious global luxury brand.
• Collaborative and supportive work environment.