Job Description

Job Title: Service Desk Team Leader

Location:

Hybrid / King's Lynn, Norfolk

Salary:

35,000 - 45,000 per annum (DOE)

Hours:

Monday to Friday, 9:00am - 5:30pm

About Workplace IT

Workplace IT is the UK's leading provider of Managed IT Services to the Health and Social Care sector. We deliver secure, reliable solutions to clients in complex, regulated environments across the UK.

The Role

We are seeking a hands-on Service Desk Team Leader to lead our frontline technical support team. This role combines technical expertise, leadership, and service delivery focus to ensure consistent, high-quality client support across Microsoft 365, Azure AD, Intune, and network environments.

You will team lead a team of Service Desk Engineers, ensuring performance against SLAs, quality of ticket handling, and effective collaboration. This is an ideal role for an experienced 2nd Line Engineer or Senior Analyst ready to step into a team leader position within a structured MSP environment.

Key Responsibilities

Lead, mentor, and develop a team of Service Desk Engineers.
Monitor and manage ticket queues to ensure SLA compliance and workload balance.
Act as a technical escalation point for complex issues across Microsoft 365, Intune, Azure AD, and network infrastructure.
Maintain accurate, real-time documentation and ticket updates within ConnectWise.
Collaborate with the Service Coordinator (Dispatcher) team to manage tickets.
Conduct regular quality reviews, provide feedback, and track team KPIs.
Drive continuous improvement in service delivery processes and technical standards.
Liaise with internal teams, vendors, and clients IT teams to ensure effective resolution.
Support recruitment, onboarding, and development of new team members.
Ensure the team contributes effectively to the shared knowledge base.

About You

Proven experience in a Second Line or Senior Service Desk role, ideally within an MSP.
Strong technical background in Microsoft 365, Intune, Azure AD, and MFA.
Confident troubleshooting skills for Ubiquiti (Unifi) and Draytek network devices.
Demonstrated experience leading or mentoring technical staff.
Excellent communication and documentation skills.
Highly organised, process-oriented, and driven by performance metrics.
Proactive in identifying issues, improving processes, and maintaining service quality.

Why Join Us

35,000 - 45,000 salary (dependent on experience).
25 days' holiday plus UK bank holidays (33 total).
Contributory NEST pension.
Personal development and leadership training.
Excellent career progression.
Collaborative, supportive UK-based team.
Hybrid working model (home and King's Lynn office 1-2 days per week).
Home working setup provided.

Working Pattern & Location

You can be based anywhere in Norfolk or Suffolk.
Our team collaborates in our King's Lynn office 1 to 2 days per week and as needed.

Interview Process

Microsoft Teams interview.
In-person interview including technical and scenario-based testing (King's Lynn).
Online personality profiling and DBS check.

Job Type: Full-time

Pay: 35,000.00-45,000.00 per year

Experience:

IT Service Desk : 3 years (required)
Work authorisation:

United Kingdom (required)
Work Location: In person