IT Service Desk Lead

We are Mark1 IT, a Managed Service Provider (MSP) dedicated to providing outstanding IT support to businesses across the UK. We are looking for an organised IT professional who is passionate about running a busy Service Desk and helping a growing team succeed. This hands-on leadership role involves working tickets alongside the team, keeping the desk organised, ensuring tickets are moving, and acting as the first point of escalation for colleagues. You will help us raise standards, improve client service, and support the development of our junior team members. This role includes a 6-month probationary period during which you will demonstrate strong organisational and leadership behaviours, learn our systems and processes, and begin taking the initiative with playbook checks, ticket quality, and client communication. By the end of the probation, you should confidently own the daily operations of the Service Desk, including escalations, huddles, and team organisation. We offer a pathway for career growth, recognition and rewards for your contributions, a good work-life balance with hybrid working after probation, and a range of benefits including holiday days, pension contributions, team events, and training support. If you're ready to step up and lead a busy Service Desk, we would love to hear from you.