Service Desk Team Leader – 2nd Line – Doncaster

Website Crimson Limited

IT Service Desk Team Lead – 2nd line – Doncaster

IT Service Desk Team Lead required for a leading business based in Doncaster to be responsible for providing a point of escalation and line management guidance to their team of Desktop Engineers. This will include, but not be limited to:

  • Staff mentoring and training
  • Resource management
  • Incident management
  • Service and performance reviews
  • Participating in group wide service reviews
  • Hardware inventory management, including procurement
  • Take an active, lead role in the development of the team and team members
  • Lead by example, in the adherence to expected behaviours and policies

This role is office based but the company do have a flexible working policy in place.

Key Responsibilities

  • Provide hardware and software support to the business
  • Record, prioritise, assign and manage all requests and incidents reported to team
  • Manage customer expectations and communications via telephone, email and face to face
  • Escalate to other team members or other departments where appropriate
  • Provide IT out of hour’s On-Call service: To be a member of the IT ‘on call’ rota in case of
  • system failure out of the core hours (once experienced gained)
  • Documenting new processes, amending and proposing new documents
  • Keep pace with technology advances across the organisation and the wider market

Key Skills

  • Active Directory management
  • Windows 7, Windows 10, Server 2008, Server 2012
  • OS installing/imaging
  • Anti-virus management
  • Networking (ie DNS, DHCP, SMTP), Meraki access points
  • Backup platforms
  • Monitoring platforms
  • Hands on hardware break/fix skills (PC’s, laptops, tablets, mobiles, printers)
  • Cable management understanding inc. patching
  • Jira suite (or other recognised ITSM platform understanding)
  • Site visits including decommissioning and new installations
  • Google Gsuite experience, OSX skills, Android, ChromeOS and ITIL certification would be particularly beneficial.


The salary for this permanent position is between £31,000 to £39,000 per annum.

Interested?! Send your up-to-date CV to Claire Ingram at Crimson for review.

Not interested?! Do you know anyone that might be? Refer a friend for this role to earn £250 worth of vouchers.

Crimson is acting as an employment agency in regard to this vacancy

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