IT Service Desk Team Leader

The Soil Association
IT & Communication Technology
Salary Details
Contract Type
Hours per Week
37.5 Monday - Friday between 8am - 6pm with ad hoc out of hours service
Closing Date
We have a new and exciting role for an experienced Service Desk Team Leader, with excellent people management skills and technical experience coming from an IT services delivery environment

Job Description

Purpose of the role

As Service Desk Team Leader, you will provide support for incident resolution and request fulfilment that is customer focused on the delivery of service excellence and continual service improvement. Your primary responsibility is to act as the first point of technical escalation within the Service Desk, providing a level of technical expertise and leadership to your colleagues.

Key responsibilities

  • Incident resolution associated with any maintenance activity.
  • Providing front-line support to the business in a time critical and quality assured way
  • Manage and prioritise escalations from the service desk and ensure targeted SLA’s are met.
  • Ensure communications are sent to the business regarding all scheduled maintenance.
  • Create maintain and manage technical end user guides.
  • Act as a point of escalation within the team for all technical issues ensuring effective day-to-day running of the Service Desk operations.
  • Ensure all communication and interactions with stakeholders is done with high levels of excellent customer service
  • Provide support on all PC and server hardware, PC applications, operating systems (desktop and network), external interfaces, telephony and mail systems.
  • Facilitate the development of IT colleagues through sharing knowledge, informal mentoring, improving ways of working and helping to build a positive team dynamic.
  • Recording and tracking project issues and escalations and resolutions to demonstrate completion of tasks and learning.
  • Working closely with users to support the implementation of any system changes or updates
  • Produce a regular report to show team and individual stats for the Service Desk
  • Support communications with key stakeholders
  • Identify opportunities to improve service delivery, tooling, and processes
  • Maintain the Business Systems knowledge base
  • Help to review, update IT Policies and Procedures and always adhere to them
  • Support the Head of IT as required on other key work or projects


IT related Degree or equivalent professional/vocational qualification.

Knowledge & Experience


  • Minimum of 3 years practical experience in IT service support
  • Worked in a 2nd/3rd line technical role looking to move into IT Management, whilst remaining hands on and a point of escalation for the support engineers
  • Ability to produce clear, concise, and accurate documentation and job notes.
  • Experience supporting Microsoft Azure environments
  • Experience supporting Microsoft Dynamics CRM
  • Experience supporting, Maintaining, and producing Power BI Reports
  • Experience supporting Microsoft Teams telephony
  • Experience of using Help Desk applications (Freshworks)
  • Windows Server administration build and maintenance
  • The ability to articulate at a technical level appropriate to the circumstances and user competence
  • Knowledge of the operational and support aspects of computer and cloud-based systems, hardware, software and peripheral equipment including but not limited to: MS Stack, Active Directory, Azure, Intune, SCCM, O365, Exchange, Windows 10, MS Teams, SharePoint


  • SQL server / MySQL

Personal qualities and Skills

  • Natural interest in IT with a desire to stay abreast of new technologies.
  • Excellent verbal communications skills. Approachable, friendly, and able to talk easily with colleagues and users
  • Good prioritisation and time management, able to balance competing issues to ensure the right problems are addressed first
  • Good written communication, able to quickly record details of problems and solutions as they arise. Can provide clear, concise written reports to other IT departments and external support when escalating issues
  • Willingness to develop knowledge and learn new skills in self and others
  • Diligent, organised and goal oriented, understands the importance of service level agreements and will work to achieve them.
  • Team player who will coordinate with colleagues to meet targets and confident enough to recognise issues they cannot resolve and escalate in a timely manner.
  • Calm under pressure, able to prioritise and delegate appropriately
  • Self-motivated with a positive can-do attitude

Company Description

The Soil Association, formed in 1946, is the only UK charity that works across the spectrum of human health, the environment and animal welfare. That’s because we cannot tackle these issues in isolation.  

We campaign for change, we support farming innovation, we serve healthy food in communities, we support and grow the organic market, and we protect forests. We couldn't do any of this without our supporters, partners, donors and dedicated staff. We make a difference in the world where it’s needed the most.