IT Service Desk Team Lead

Service Desk, Team Lead

Salary: £40,000 - £50,000 per annum DOE, plus company benefits

Location: Norwich, NR7 0HR

Contract: Full Time, Permanent

Shifts: 37.5 hours per week, Monday – Friday, 9am until 5:30pm with 1 hours unpaid lunch break

Work model: Fully onsite

Williams Lea seeks a Service Desk, Team Lead to join our team!

Williams Lea is the leading global provider of skilled, technology-enabled, business-critical support services, with long-term trusted relationships with blue-chip clients across investment banks, law firms and professional services firms. Williams Lea employees, nearly 7000 people worldwide, who provide efficient business services at client sites in often complex and highly regulated environments, from centralised Williams Lea onshore facilities, and through best cost company offshore locations.

Purpose of role

The Endpoint Lead is responsible for overseeing the delivery, security, and performance of endpoint services across the UK region. This role ensures a stable, compliant, and high-performing endpoint environment that supports business productivity and enhances user experience.

The position provides technical leadership and, where required, manages endpoint teams to ensure service excellence, SLA adherence, and continuous improvement. Acting as a key liaison between IT and business stakeholders, the Endpoint Lead ensures efficient operations while supporting strategic initiatives and transformation programs.

Key responsibilities

EUC Service Ownership

• Own and manage the End User Computing estate, ensuring devices,
• applications, and services are secure, reliable, and fit for purpose.
• Act as the primary point of contact for all EUC technical issues, escalations, and
• service-related queries.
• Provide leadership and direction for EUC support activities, ensuring alignment
• with business needs and IT strategy.

Microsoft Intune and Endpoint Management

• Design, implement, and maintain Microsoft Intune for device management (Windows, mobile, and other endpoints as applicable).
• Manage device compliance, configuration profiles, security baselines, and application deployment.

Service Management

• Ensure tickets are triaged, prioritised, and resolved in line with agreed service levels.
• Use data and metrics from Jira Service Management to identify trends, drive improvements, and report on service performance.
• Incident, Request & Problem Management
• Handle EUC tickets directly, including incidents, service requests, and escalations.
• Perform root cause analysis for recurring EUC issues and implement preventative measures.
• Coordinate with other IT teams and third-party suppliers to resolve complex technical issues.

Stakeholder Engagement and Communication

• Act as a trusted technical advisor for EUC matters to users, managers, and senior stakeholders.
• Communicate clearly on incidents, changes, and improvements affecting end users.
• Gather user feedback to continuously improve the EUC service and user experience.

Continuous Improvement and Standards

• Identify opportunities to automate, standardise, and optimise EUC processes and tooling.
• Maintain documentation for EUC systems, processes, and support procedures.
• Keep up to date with Microsoft, EUC, and IT service management best practices.

Skills and Experience/Technical Skills

• Strong hands-on experience with Microsoft Intune and endpoint management.
• Proficient in Microsoft Entra ID (Azure AD), including identity management,
• conditional access, and security controls.
• Solid technical knowledge of end user computing environments (Windows OS,
• applications, device lifecycle).
• Strong technical administration and configuration experience with Jira Service
• Management.

Service Management and Operational Skills

• Experience working in a ticket-driven support environment.
• Strong understanding of IT service management principles (incident, request,
• problem, and change management).
• Ability to manage competing priorities while maintaining service quality.

Personal Attributes

• Highly customer-focused with a strong sense of ownership and accountability.
• Confident first point of contact for technical issues, able to remain calm under
• pressure.
• Strong communication skills, able to explain technical concepts to non-technical
• users.
• Proactive, detail-oriented, and committed to continuous improvement.

Rewards and Benefits

We believe in supporting our employees in both their professional and personal lives. As part of our commitment to your well-being, we offer a comprehensive benefits package, including but not limited to:

• 25 days holiday, plus bank holidays(pro-rata for part time roles)
• Salary sacrifice schemes, retail vouchers – including our TechScheme which can be used on a range of gadgets such as Smart TV’s, laptops and computers or household appliances.

You will also have the opportunity to work for a global employer who is dedicated to offering each and every employee an enjoyable, challenging and rewarding career with future career development prospects!

Equality and Diversity

The Company values the differences that a diverse workforce brings to the organisation and will not discriminate because of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (which includes colour, nationality and ethnic or national origins), religion or belief, sex or sexual orientation (each of these being a “protected characteristic” in discrimination law). It will not discriminate because of any other irrelevant factor and will build a culture that values openness, fairness and transparency.

If you have a disability and would prefer to apply in a different format or would like to make a reasonable adjustment to enable you to make an interview please contact us at careersatWL@williamslea.com(we do not accept applications to this email address).

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