IT Service Desk Team Leader
other jobs Be-IT
Added before 18 hours
- Scotland,Glasgow City
- Full Time, Permanent
- Salary negotiable
Job Description:
IT Service Desk Team Leader
Edinburgh | 5 Days On-Site
We’re supporting a Legal client seeking an experienced IT Service Desk Team Leader to join their Edinburgh-based IT function and lead a small, high-performing support team.
This is a hands-on leadership role within a professional services environment, where service quality, responsiveness, and client experience truly matter. You’ll play a key role in ensuring smooth day-to-day operations while driving continuous improvement across the Service Desk.
The Role:As Service Desk Team Leader, you’ll combine technical expertise with people leadership — overseeing ticket flow, managing escalations, and maintaining high service standards.
You will:
*Lead, mentor, and develop a small IT Service Desk team.
*Oversee ticket queues, SLAs, and service performance.
*Act as the primary escalation point for complex technical issues.
*Drive improvements in processes, documentation, and knowledge sharing.
*Collaborate with infrastructure and project teams on upgrades and service initiatives.
*Support service reporting and contribute to wider IT strategy.
Occasional travel to other sites may be required.
What We’re Looking For:*2+ years’ experience in IT Support or Service Desk roles
*Previous leadership or senior-level experience preferred
*Strong knowledge of Windows 11, Microsoft 365, and endpoint devices
*Experience in Legal, Financial, or Professional Services environments (desirable)
*Confident communicator with the ability to translate technical issues clearly
*Organised, proactive, and comfortable managing competing priorities
*Team-focused with a positive, solution-driven approach
Why Join?*Visible leadership role within a respected professional services firm
*Opportunity to shape Service Desk standards and processes
*Collaborative IT team environment
*Real scope for professional growth and development
*A role where your leadership will directly influence service quality
If you’re ready to step into a role where you can lead from the front, improve service delivery, and make a tangible impact — we’d love to hear from you.
Edinburgh | 5 Days On-Site
We’re supporting a Legal client seeking an experienced IT Service Desk Team Leader to join their Edinburgh-based IT function and lead a small, high-performing support team.
This is a hands-on leadership role within a professional services environment, where service quality, responsiveness, and client experience truly matter. You’ll play a key role in ensuring smooth day-to-day operations while driving continuous improvement across the Service Desk.
The Role:As Service Desk Team Leader, you’ll combine technical expertise with people leadership — overseeing ticket flow, managing escalations, and maintaining high service standards.
You will:
*Lead, mentor, and develop a small IT Service Desk team.
*Oversee ticket queues, SLAs, and service performance.
*Act as the primary escalation point for complex technical issues.
*Drive improvements in processes, documentation, and knowledge sharing.
*Collaborate with infrastructure and project teams on upgrades and service initiatives.
*Support service reporting and contribute to wider IT strategy.
Occasional travel to other sites may be required.
What We’re Looking For:*2+ years’ experience in IT Support or Service Desk roles
*Previous leadership or senior-level experience preferred
*Strong knowledge of Windows 11, Microsoft 365, and endpoint devices
*Experience in Legal, Financial, or Professional Services environments (desirable)
*Confident communicator with the ability to translate technical issues clearly
*Organised, proactive, and comfortable managing competing priorities
*Team-focused with a positive, solution-driven approach
Why Join?*Visible leadership role within a respected professional services firm
*Opportunity to shape Service Desk standards and processes
*Collaborative IT team environment
*Real scope for professional growth and development
*A role where your leadership will directly influence service quality
If you’re ready to step into a role where you can lead from the front, improve service delivery, and make a tangible impact — we’d love to hear from you.
Job number 3465709
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