We''re seeking an IT Service Desk Team Lead to join a well-established and forward-thinking organisation, leading a small but highly capable Service Desk team that provides critical support across a global business. This is an excellent opportunity for someone who enjoys balancing hands-on technical support with people leadership and is looking to further develop their career within IT Service ManagementAs IT Service Desk Team Lead, you''ll play a key role in shaping the day-to-day IT support experience for colleagues across the organisation. You''ll lead from the front, managing and developing a team of five Service Desk Analysts while remaining actively involved in incident resolution, escalations, and service improvement initiatives.This role offers genuine progression potential for an ambitious individual who wants to build upon their leadership experience and make a visible impact within a growing and evolving IT function.While the role is predominantly office-based to support collaboration and team leadership, there is flexibility for occasional home working where business needs allow.Key ResponsibilitiesLead, coach and develop a team of Service Desk professionals, fostering a positive and high-performing culture.Provide hands-on technical support and act as an escalation point for complex incidents and service requests.Oversee daily Service Desk operations, ensuring tickets are managed effectively and service levels are consistently achieved.Monitor performance metrics