IT Help Desk Team Leader

Salary: £46,000 - 83,000 per year

• Previous experience in a customer-facing IT support team leadership role
• Experience using data to drive positive outcomes
• Good knowledge of ServiceNow ITSM or a similar platform
• Customer-oriented approach with a passion for excellent service and continuous improvement
• Ability to work within a framework of procedures and policies
• Self-motivated and able to use initiative
• Flexible and willing to work outside core hours if necessary
• Knowledge and some experience of products within the Microsoft 365 suite
• Good working knowledge of productivity and collaboration applications such as Teams, SharePoint, OneDrive, and Exchange would be advantageous
• Knowledge and experience of Active Directory and Azure Active Directory administration
• Experience with collaboration tools such as Jira and ServiceNow
• Experience with VMWare ESXi, vCentre, and Horizon
• Experience with storage technologies
• Experience with backup tools such as Commvault or similar
• Experience with Azure AD, including conditional access, SSO, application registration, and provisioning
• Experience with M365 and Intune
• Experience with Windows Server and client environments
• Experience with Windows certificate services
• Experience with Active Directory and associated technologies, Exchange Server, clustering, and file servers
• Experience with SMTP
• Experience with HPe hardware
• Experience with network routing, 802.1x, and firewalling
• Experience with Cisco Call Manager
• Experience with monitoring and alerting techniques such as SolarWinds

• Manage the EMEA Operations Team and act as the key point of contact for user incidents and requests
• Ensure a white glove service is provided and tracked for VIPs within the firm
• Ensure incidents and requests are correctly triaged and prioritised to effective resolution
• Manage user expectations through effective communication
• Lead by example to set the standard for support
• Manage all queues to ensure no calls are unanswered or unassigned
• Track KPIs and CSFs and review them frequently to ensure they remain relevant and effective
• Use ticket and phone statistics to manage shifts, tickets, and service quality
• Continuously look for ways to develop and improve the team, including identifying training and personal development requirements
• Create and maintain accurate and concise ticket update and knowledge base documentation within ServiceNow, with a focus on regional specifics
• Educate colleagues on best practice, technology adoption, and utilisation to improve services
• Work with the IT Manager to identify trends and potential problems and plan remediation
• Review Start of Day checks to ensure they remain effective
• Be responsible for the operational stability of printers and peripherals
• Provide support with hardware and software maintenance
• Help lead, champion, and adhere to global policies and processes to resolve issues and problems
• Work with a global mindset to deliver the same high service to customers regardless of location
• Provide an escalation point for engineering and operations teams

• Active Directory
• Azure
• Cisco
• Hardware
• Support
• ITSM
• JIRA
• Microsoft 365
• Network
• ServiceNow
• SharePoint
• VMware
• Windows
• Office 365
• Cloud

More:

We are looking for a Team Leader to manage our EMEA IT Operations Support team, primarily based in London, and act as the key point of contact for our end user community. This is a permanent role in London, with a salary of 65,000 to 70,000 per annum. The team works closely with support teams across APAC and NASA to provide 24/7 support, and there is an element of local on-call cover from Monday to Sunday, 08:00hrs to 18:00hrs, which must be adequately resourced. This role is well suited to someone with prior IT leadership support experience who wants to develop their leadership skills further, enjoys delivering high-standard IT support, and has a genuine interest in technology and how it supports the business.

last updated 36 week of 2026