IT Service Desk Team Lead

Reed 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

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• Lead, mentor, and develop a small team of IT Support Analysts, fostering a high-performing and customer-focused support function.
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• Serve as the senior 3rd-line escalation resource for complex technical issues, ensuring efficient and effective resolution.
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• Administer and maintain Microsoft Azure, Microsoft 365, Intune, Identity and Access Management (IAM), and Mobile Device Management (MDM) platforms.
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• Take ownership of office IT operations, including device deployment, lifecycle management, asset tracking, and provisioning processes.
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• Promote and implement IT security best practices across systems, user access, devices, and operational processes.
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• Maintain and enhance Jira workflows, technical documentation, and ITIL-aligned service management processes, driving continual improvement and operational efficiency.
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Requirements

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• Proven experience in a similar Service Desk Team Lead or IT Support leadership role.
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• Demonstrable success in developing support teams and delivering high-quality IT services.
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• Strong technical expertise in Azure, Microsoft 365, Intune, and MDM solutions.
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• Good understanding of IT security principles and best practices.
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• Experience with PowerShell scripting and systems automation would be highly advantageous.
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What's on Offer

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• Permanent position.
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• Salary of up to £55,000 per annum.
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• Hybrid working arrangement with up to two days per week in the office.
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• Central Edinburgh location.
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