Tech & Digital

Service Desk Team Lead

  • Location


  • Sector:

    Cloud, Infrastructure & Support

  • Job type:


  • Salary:

    £33000 - £37000 per annum

  • Contact:

    Andrew Pavle

  • Contact email:

  • Job ref:


Join our dynamic team!

We are a leading Managed Service Provider based in Chippenham, renowned for delivering gold standard IT support.

Position: Service Desk Team Leader Location: Chippenham, UK Type: Full-time

Salary: £33,000.00-£38,000.00 per year

Overview: As the Service Desk Team Leader, you'll report to the IT Manager, overseeing our service desk operations. This role offers a unique opportunity to develop both your technical prowess and leadership skills, with ample room for career progression. You'll play a pivotal role in enhancing our service delivery, aligning it with our clients' evolving needs and expectations.

Key Responsibilities:

  • Manage escalations from 1st/2nd Line Support
  • Oversight of ticket system (Jira)
  • Identify and address training requirements promptly
  • Coach and lead technicians and apprentices
  • Provide hands-on technical support
  • Coordinate weekend on-call duties
  • Drive process improvements and lead change initiatives
  • Conduct team performance reviews and appraisals
  • Maintain backup procedures and customer information


  • Proven experience in team management and customer service
  • Proficiency in ticket systems (Jira)
  • Familiarity with server roles (AD DS, DNS, DHCP, etc.)
  • Expertise in Windows Server 2012, 2016 & 2019
  • Knowledge of Microsoft Windows 7 - 11
  • Understanding of WiFi technologies and network topologies
  • Familiarity with routers, managed switches, and related hardware

Preferred Experience:

  • Microsoft certifications
  • ITIL V3 or V4
  • VMware ESXi
  • UniFi WiFi systems
  • Veeam Backup and Replication
  • Draytek Routers
  • 3CX Phone System

The Ideal Candidate:

  • Hardworking and enthusiastic
  • Confident communicator with excellent interpersonal skills
  • Strong organisational and time management abilities
  • Exceptional problem-solving and troubleshooting skills
  • Attention to detail and commitment to accuracy
  • Demonstrated leadership capabilities


  • Company-provided work phone and laptop
  • Sick pay and pension scheme
  • Casual dress code with provided company polo shirts
  • Opportunities for skill development and training with industry leaders
  • Birthday off as holiday
  • Free on-site parking at our air-conditioned office
  • Team building activities and social events
  • Convenient access to Chippenham train station

If you're ready to join a dynamic team and contribute to our mission of excellence, apply below!