IT Service Desk Team Lead

Role: IT Service Desk Support Lead – Regional
Salary: £36,000 - £40,500
Location: Southampton and Field-Based
Network IT are supporting a growing organisation within the IT & Innovation directorate, seeking a Senior IT Service Desk Lead to deliver exemplary first‑line technical support while also leading and developing a regional team of analysts. This role blends hands‑on technical troubleshooting with people leadership, ensuring colleagues across the region receive high‑quality, customer‑focused IT support. Presence, accessibility, and a proactive mindset are key to success in this position.
The successful candidate will require to have a UK Driving Licence and Personal Vehicle to be able to undertake field-based work. Please only apply if you can accommodate to these requirements.
Role Overview
As a Senior IT Service Desk Lead, you will act as both a technical lead and line manager for a group of regional 1st line analysts. You will ensure incidents are thoroughly triaged, resolved efficiently where possible, and escalated only when appropriate. You will support colleagues across multiple geographies, often on-site, ensuring the user experience is seamless and that delays are minimised through continuous learning and proactive service delivery.
Key Responsibilities

• Manage, inspire, and develop a regional team of 1st line support analysts, ensuring high‑quality customer experience and consistent service delivery.
• Troubleshoot and resolve 1st line technical issues across hardware, software, applications, and endpoints, escalating only after full triage and recreation.
• Champion an “always learning” culture, reducing unnecessary escalations and accelerating ticket resolution.
• Deliver proactive support by identifying opportunities to prevent issues before they occur.
• Maintain a thorough understanding of the organisation’s technology stack, including endpoint preparation, lifecycle support, and decommissioning.
• Provide on‑site support across the region, including for field‑based colleagues. Travel is required.
• Demonstrate empathy, patience, and strong customer‑experience awareness in every interaction.
• Remain independently curious and committed to upskilling in response to evolving technologies.
• Carry out additional duties as required, consistent with the scope of the role.

Essential Skills & Experience

• Substantial experience in a 1st Line Support role.
• Experience—or strong desire—to manage and develop a team.
• Effective troubleshooting ability across hardware, software, OS, networking fundamentals, remote support tools, and IT administration.
• Proactive mindset with a focus on reducing repeat issues and improving service reliability.
• Excellent interpersonal, organisational, and communication skills, with the ability to work independently and under pressure.
• Enthusiastic team player with a positive, solution‑focused attitude.
• Willingness to learn new technologies and adapt to evolving processes.
• Security‑aware, with an understanding of cyber‑security best practices.
• Full driving licence with business insurance (or ability to travel effectively across non‑public‑transport areas).
• Consistent demonstration of organisation-wide values and behaviours.