Service Desk Team Lead

Campbells is seeking to recruit a Service Desk Team Lead to join our IT team. The successful candidate will lead the day-to-day delivery of the firm’s IT support function while providing hands-on technical assistance to local and remote users.

This working lead role combines first-line supervision of tier 1 Support Technicians with responsibility for resolving desktop, mobile, account, connectivity and general helpdesk issues. The post-holder will ensure tickets are accurately logged, prioritised, owned and resolved within agreed service levels, while identifying recurring issues and opportunities to improve service delivery.

The ideal candidate will be highly organised, technically capable and service-focused, with sound judgement and the ability to support users professionally in a fast-paced environment. Reporting to the Senior IT Manager, the Service Desk Team Lead will work closely with the wider IT, infrastructure and security teams to maintain a responsive, efficient and consistent support service.

Duties and Responsibilities:

• Manage the firmwide service desk ticket queue, ensuring incidents and requests are accurately logged, prioritised, assigned and progressed within agreed service levels;
• Review open, ageing and at-risk tickets daily; rebalance workloads and intervene promptly where resolution targets may not be met;
• Act as the first escalation point for tier 1 Technicians, resolving or appropriately escalating complex, urgent or high-priority matters to Senior Engineers or the Senior IT Manager;
• Communicate clearly with users on ticket progress, expected timeframes, outages and planned changes in non-technical language;
• Monitor and report on key service desk performance measures, including ticket volumes, first-contact resolution, resolution times, backlog, ticket ageing, reopen rates and user satisfaction;
• Produce regular service desk reports for the Senior IT Manager, highlighting performance trends, resourcing pressures, risks and improvement actions;
• Use ticket data to identify recurring issues, root causes and repetitive manual tasks; implement practical improvements, standardisation and automation in collaboration with the Senior Automation Engineer;
• Maintain clear, consistent and efficient procedures for common support activities, including onboarding, offboarding, access requests, password resets and device provisioning;
• Develop and maintain service desk knowledge articles and self-service resources to improve user experience and reduce avoidable support requests;
• Supervise, coach and schedule tier 1 Technicians, ensuring effective daily coverage, balanced workloads and consistent service standards.
• Set objectives, provide regular feedback and identify training or certification needs to strengthen team capability;
• Review ticket handling and resolution notes to maintain quality, accuracy and consistency across the service desk;
• Apply ITIL-aligned incident, request and problem-management practices appropriate to the firm’s operational needs;
• Maintain accurate hardware, software, licence and asset records in collaboration with the wider IT team;
• Ensure suspected phishing, security incidents and other information-security concerns are recorded and escalated in accordance with firm procedures; and
• Handle user data and confidential firm information with appropriate care and discretion within a regulated legal environment.

Requirements:

• 4+ years in IT support or service desk roles, including at least 1–2 years in a team-lead, senior or supervisory capacity;
• A demonstrable track record of using service desk data to improve performance not just running a queue, but measuring and improving it;
• Strong working knowledge of Windows desktops, Microsoft 365, Active Directory, and remote support and ticketing tools;
• Solid grasp of incident, request and problem management and SLA/target management (ITIL framework);
• Excellent prioritisation and organisational skills under pressure, with the judgement to decide what matters first;
• ITIL Foundation certification; relevant Microsoft or CompTIA certifications;
• Experience with endpoint management and ticketing platforms (e.g. ManageEngine, Track-It/BMC, Intune);
• Experience improving or automating support processes, or working alongside an automation function;
• Experience in a regulated or professional-services environment, ideally legal;
• Clear, calm communicator who can explain technical issues to non-technical users and report to senior management with equal ease;
• A genuine continuous-improvement mindset sees recurring work as a problem to solve, not a task to repeat;
• Customer-service focus, with the ability to maintain confidentiality given the sensitivity of legal data; and
• Able to lead and develop a small team while still being hands-on.

Salary and Benefits:

We offer an attractive salary commensurate with qualifications and experience, 20 days leave per calendar year, premier health insurance and pension according to law.

Application Deadline:

Interested candidates should submit an updated CV/resume no later than Sunday, 19 July 2026.

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