Service Desk Team Lead

We're looking for an experienced Service Desk Team Lead to play a key role in shaping and improving IT services across the organisation.
This is a fantastic opportunity for someone with strong 1st and 2nd line support experience who is ready to combine their technical expertise with leadership responsibilities. You'll lead a small team of Service Desk Technicians, act as a senior escalation point, and drive continuous service improvement initiatives that enhance the experience of UKTL colleagues and stakeholders. If you're passionate about delivering exceptional customer service, developing people, and improving IT operations, we'd love to hear from you.

What you'll be doing
As Service Desk Team Lead, you'll balance hands-on technical support with people leadership and service improvement responsibilities.
You will:
• Lead, coach and support a team of two Service Desk Technicians, creating a positive and high-performing team culture.
• Provide day-to-day supervision, guidance and mentoring to team members, helping them develop their technical capabilities and customer service skills.
• Undertake line management responsibilities, including performance management, development conversations, objective setting and wellbeing support.
• Act as a technical escalation point, providing expert 1st and 2nd line support for hardware, software, networking and user issues.
• Take ownership of complex incidents and service requests, ensuring timely resolution and effective communication throughout.
• Manage and monitor Service Desk queues, ensuring tickets are prioritised appropriately and service levels are achieved.
• Drive continuous improvement across the Service Desk, identifying opportunities to enhance processes, increase efficiency and improve the user experience.
• Use Service Management tools to manage incidents, requests, assets and change activities in line with ITIL best practice.
• Collaborate with internal teams and third-party suppliers to resolve technical issues and improve service delivery.
• Maintain and develop knowledgebase articles, user guides and support documentation.
• Deliver training, guidance and knowledge sharing sessions for end users and Service Desk colleagues.
• Support Audio Visual technologies and meeting room services for internal and external events.
• Ensure asset and configuration records are maintained accurately.
• Champion excellent customer service and act as an ambassador for IT across UKTL.

We're interested in candidates who can demonstrate:
• Proven experience delivering 1st and 2nd line IT support in a Service Desk or IT Support environment.
• Experience leading, mentoring or supervising others, with the confidence to support team development and performance.
• Strong troubleshooting skills across hardware, software, Microsoft technologies and end-user devices.
• A customer-first approach and a passion for delivering an excellent support experience.
• Experience working with Service Management tools and ticketing systems.
• Knowledge of ITIL principles and service management best practices.
• The ability to prioritise workloads, manage competing demands and remain calm under pressure.
• Excellent communication skills with both technical and non-technical stakeholders.
• A proactive mindset with a genuine desire to improve services and drive positive change.

Flexible Working
Successful applicants will be expected to attend our Birmingham office a minimum of two days per week. Our state-of-the-art facilities provide an excellent environment for collaboration, and we encourage colleagues to make the most of our on-site workspace.
We are committed to fostering a positive work-life balance and welcome applications from candidates seeking full-time, part-time, or flexible working arrangements, subject to business needs.

Location
Our site is conveniently located within easy reach of Birmingham, with excellent transport links. We are accessible by rail, with the nearest being Birmingham International station, and are also served by local bus routes. Free on-site parking is available for those travelling by car.

Why Join UKTL?
At UKTL, you'll be part of a mission that has real national impact, helping to strengthen the security, resilience, and future of the UK's telecommunications networks.
We are committed to investing in our people, providing opportunities to develop your technical expertise, broaden your experience, and build a rewarding long-term career. Whether you're an experienced specialist or looking to grow your skills in a new area, you'll benefit from:
• Meaningful work that helps shape the future security of UK telecommunications.
• Access to industry-leading training, professional development, and certification opportunities.
• Hands-on experience with cutting-edge technologies across telecoms, cyber security, research, and testing.
• Collaboration with recognised experts in a highly skilled and supportive environment.
• Opportunities to work on unique projects that drive innovation and influence industry best practice.
• A culture that encourages continuous learning, knowledge sharing, and career progression.

Security Clearance
Due to the nature of our work, candidates must be eligible to obtain and maintain SC clearance with no restrictions. Existing SC clearance would be advantageous, although candidates without clearance are encouraged to apply. Employment cannot commence until the required clearance has been successfully granted.

Salary
Salary for UKTL specialist roles is benchmarked against the external market and may include additional compensation to recognise in-demand technical expertise.
We recruit based on capability, technical excellence and potential rather than simply years of experience. As a result, candidates may be considered for different grades depending on their skills, experience and technical depth.
During the interview process, we'll discuss how your experience aligns with our grading framework and provide an indication of the salary range associated with the most appropriate level. This ensures you have a clear understanding of expectations and opportunities from an early stage.
Our technical assessment process is designed to evaluate your expertise in greater detail and will ultimately determine the grade and salary offered. We are committed to offering competitive, market-aligned reward packages that recognise the value and impact our specialists bring to UKTL.

Our Benefits
At UKTL-NPL, we recognise that our people are key to our success. That's why we offer a comprehensive benefits package designed to support your wellbeing, career development and financial security. Benefits include: [uktl.org.uk], [npl.co.uk]
• Competitive pension scheme with employer contributions of up to 12%.
• Life assurance providing cover of three times your annual salary.
• Generous annual leave entitlement, sick pay and shared parental leave.
• Enhanced maternity, adoption and surrogacy leave, including up to 39 weeks' full pay.
• Private GP service with confidential phone and video appointments.
• Employee Assistance Programme offering free and confidential advice and counselling.
• Group Income Protection for additional financial security during periods of long-term illness.
• Interest-free loans for season tickets, rental deposits, house purchase deposits and other qualifying purchases.
• MyLifestyle benefits platform, providing discounts across retail, supermarkets, entertainment, travel and fitness providers.
• CSSC membership offering access to additional leisure, travel and lifestyle benefits.
• Employee referral bonus scheme.
• Professional development opportunities including technical training, mentoring, coaching and leadership development.
• Support towards professional accreditation and chartered status.
• Annual salary reviews and market benchmarking to ensure competitive and fair pay.
• Access to wellbeing initiatives, employee networks, social clubs and community activities.

We are committed to helping our people thrive both professionally and personally, providing the support, flexibility and opportunities needed to build a rewarding and meaningful career.

UKTL is building leading edge Telecoms testing facilities to keep our telecommunications networks safe, accelerate the roll-out of new technologies, and grow our world leading telecoms sector to maintain resiliency and security. 

Read more about UKTL here!

Successful candidates will join a state-of-the-art facility and be supporting the team conducting testing and research on the latest technologies and innovations in the industry. You will work alongside our infrastructure and Cybersecurity professionals to ensure that the UK’s world class Telecoms infrastructure grows in a resilient and secure manner underpinning growth in other industry sectors.

As a trusted and independent national capability, UKTL interacts with standards bodies, Academia, and Government Departments as well as Communications Service Providers and equipment vendors.

The National Physical Laboratory (NPL) is a world-leading centre of excellence that provides cutting-edge measurement science, engineering and technology to underpin prosperity and quality of life in the UK. Find out more about what it is like working here - The measure of us - Overview

NPL and DSIT have strong commitments to diversity and equality of opportunity, and welcome applications from candidates irrespective of their background, gender, race, sexual orientation, religion, or age, providing they meet the required criteria. Applications from women, disabled and black, Asian and minority ethnic candidates in particular are encouraged. All disabled candidates (as defined by the Equality Act 2010) who satisfy the minimum criteria for the role will be guaranteed an interview under the Disability Confident Scheme. 

At NPL, we believe our success is a result of the diversity and talent of our people. We strive to nurture and respect individuals to ensure everyone feels valued by treating everyone on the basis of their own individual merits and abilities regardless of their own or perceived identity, as part of our commitment to diversity & inclusion, we ensure we’re creating an environment where all our colleagues feel supported and welcome. More about this on our Diversity & Inclusion page.

We offer a wealth of above industry standard benefits, such as enhanced pension scheme, flexible working, and more that can be found here rewards, benefits and recognition. Our values are at the heart of what we do, and they shape the way we interact, develop our people and celebrate success. To ensure everyone has an equal chance, we’re always willing