Are you an approachable and technically capable IT professional ready to lead a high-performing Service Desk team? Do you thrive on delivering exceptional customer service while managing daily IT operations in a dynamic environment?

Coba IT is hiring on behalf of a prestigious client for an exciting opportunity based in south Northants. This is your chance to step into a leadership role within a world-class technology team, driving service excellence and operational efficiency.

About the Role

As Service Desk Team Lead, you will manage a small team of Service Desk analysts, championing outstanding IT support across applications, infrastructure, and end-user devices. You’ll combine hands-on technical expertise with leadership skills to ensure smooth operations and exceptional user experience.

Key Responsibilities

• Lead and mentor the Service Desk team, supporting development and performance.
• Act as the primary interface between IT and end users, ensuring clear communication and top-tier service.
• Manage Service Desk operations, including queue management, SLA adherence, and escalation handling.
• Provide hands-on 1st and 2nd line support for laptops, iPads, mobile devices, using tools like Intune and Active Directory.
• Oversee device management and maintain supplier relationships.
• Produce KPI reports, analyse ticket trends, and identify opportunities for automation and ITIL best practices.
• Collaborate with IT peers to optimise ServiceNow ITSM functionality and enhance service delivery.
• Provide occasional out-of-hours escalation support.

Skills & Expertise

• Proven experience leading or mentoring a technical support team.
• Strong background in 1st and 2nd line support for end-user devices.
• Experience with Intune and Active Directory.
• Excellent communication and stakeholder engagement skills.
• Familiarity with ITIL principles and KPI-driven service improvements.
• Creative problem-solving mindset and collaborative approach.

Benefits

• Competitive salary and discretionary bonus scheme.
• Private healthcare, pension plan, life assurance.
• Childcare benefits, cycle-to-work, tech and car schemes.
• Access to state-of-the-art facilities including on-site gym, fitness classes, and bistro café.

Ready to lead and make an impact? Apply today through Coba IT and take the next step in your IT leadership career.