IT Service Desk Team Lead

Location Kings Lynn
Salary £40,000 to £50,000 (DOE)
Hours: 9:00am to 5:30pm Monday to Friday (one hour for lunch)

About Workplace IT
Workplace IT is a Managed Service Provider (MSP) providing Co Managed IT Outsourcing and Digital Safeguarding to large, Health Housing and Social Care organisations across the UK.

We're looking for a Service Desk Team Lead to lead and coach our Service Desk team. This is very much a team leadership role, not a ticket role.

This role is Ideal for an experienced Service Desk Team Lead or senior engineer who has consistently demonstrated leadership capability, and is ready to move into a dedicated people leadership role.

• Lead and support a growing team of Service Desk Engineers operating 7 x days per week
• Keep tickets on track (reviewing, prioritising, coaching not firefighting)
• Act as an escalation point for clients, handling issues by phone followed by email and ticket
• Oversee quality, SLAs and documentation using ConnectWise
• Manage BAU team matters (1:1s, holidays, development)
• Ensure the team adhere to compliance including GDRP, DSPT, Cyber Essentials, ISO27001
• Support the recruitment of new service desk engineers
• Report into Directors and form part of a new leadership team
• Only work tickets in exceptional peak periods

• Microsoft 365 OneDrive SharePoint Intune Automate MFA
• Unifi WIFI and Networking
• Draytek Routing
• Dell Laptop / Desktops
• ConnectWise Manage, Automate, Boost, Bright gauge and Smile back
• Working with third parties including Wavenet, Redcentric, One Advanced, Civica etc

• Clear career progression into senior operational leadership
• Hybrid working with one anchor office day per week in King's Lynn
• Increasing responsibility and salary as you grow with the business
• Meaningful work in regulated, high impact environments

• 25 days annual leave, rising to 30 days after 12 months plus UK bank holidays
• Contributory pension scheme
• Private health, dental and eye care
• Hybrid working flexibility
• Paid on call allowance (to be introduced later in 2026) (low call volume)
• Home working IT equipment provided

• 30 - Minute Microsoft Teams Interview with the CTO
• 60 - Minute in person interview at King's Lynn including scenario based questions
• 60 - Minute Online Personality Profiling and DBS Checking

Note:
The successful candidate must be comfortable spending their first four weeks based full time in the King's Lynn office, to support induction, onboarding and a full understanding of the organisation and service model.