Full job descriptionReed Technology is partnering with a leading Edinburgh-based organisation to recruit an IT Service Desk Team Lead. This is an excellent opportunity for an experienced IT support professional to lead a small team while remaining hands-on with technical operations and escalated support issues.
As the Team Lead, you will oversee the day-to-day delivery of IT support services, mentor Service Desk Analysts, and act as the senior escalation point for complex technical incidents.
Key Responsibilities
*Lead, mentor, and develop a small team of IT Support Analysts, fostering a high-performing and customer-focused support function.
*Serve as the senior 3rd-line escalation resource for complex technical issues, ensuring efficient and effective resolution.
*Administer and maintain Microsoft Azure, Microsoft 365, Intune, Identity and Access Management (IAM), and Mobile Device Management (MDM) platforms.
*Take ownership of office IT operations, including device deployment, lifecycle management, asset tracking, and provisioning processes.
*Promote and implement IT security best practices across systems, user access, devices, and operational processes.
*Maintain and enhance Jira workflows, technical documentation, and ITIL-aligned service management processes, driving continual improvement and operational efficiency.
Requirements
*Proven experience in a similar Service Desk Team Lead or IT Support leadership role.
*Demonstrable success in developing support teams and delivering high-quality IT services.
*Strong technical expertise in Azure, Microsoft 365, Intune, and MDM solutions.
*Good understanding of IT security principles and best practices.
*Experience with PowerShell scripting and systems automation would be highly advantageous.
What’s on Offer
*Permanent position.
*Salary of up to £55,000 per annum.
*Hybrid working arrangement with up to two days per week in the office.
*Central Edinburgh location.