IT Support Team Lead

1 month ago


London, Greater London, United Kingdom Oliver James Associates Ltd. Full time

Job Title: Service Desk Team Lead (EMEA)

Location: Central London (5 days onsite ideally, 4 days some weeks)

Contract Duration: 6 months, with a view to convert to permanent

IR35 Status: Inside IR35 | Rate: £175 per day

Job Overview:

The Service Desk Team Lead will manage a regional team to provide first-class IT support, focusing on both business-as-usual (BAU) operations and strategic in-house projects, including office expansions, security, and infrastructure. This is a hands-on leadership role, ensuring efficient ticket management, technical issue resolution, and support delivery across the EMEA region.

Key Responsibilities:

  • Lead the EMEA Service Desk team, fostering a collaborative and supportive work environment.
  • Manage the resolution of incidents and service requests, ensuring all tickets are logged, tracked, and resolved efficiently using Zendesk.
  • Support ongoing in-house projects including office expansion, security, and infrastructure initiatives.
  • Ensure seamless IT operations across the region, with a focus on BAU tasks and long-term strategy.

Requirements:

  • Proven experience leading a Service Desk or IT support team within EMEA.
  • Strong knowledge of Microsoft technologies including Azure, Intune, Teams, Outlook, SharePoint, and experience with managing Windows laptops and mobile devices (MDM).
  • Hands-on experience with incident management platforms (Zendesk preferred).
  • Team-centric leadership approach - focused on supporting and collaborating with team members, not overly demanding in terms of leadership style.

Additional Information:

  • This role requires you to be based on site in London 5 days a week (some flexibility for 4 days per week on occasion).
  • You will play a critical part in supporting a global business during its expansion phase.


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