Desktop Support Team Lead

Overview

In this role you support the IT Manager to improve how IT tools and platforms are adopted and used across the organisation. You will be the link between IT and end users, translating technology into practical guidance and enabling productivity. You’ll design and deliver training, maintain the IT Hub, and support automation and continuous improvement to enhance user experience. This opportunity offers a hands-on role shaping how colleagues work with digital tools and how IT services are consumed.

Responsibilities

• Support IT adoption and enablement initiatives aligned with IT priorities
• Identify gaps in tool usage, user experience and adoption; understand user needs and challenges
• Design and deliver IT training for end users and Service Desk analysts (L1/L2)
• Create and maintain training materials (guides, videos, quick-reference content) and support structured training plans
• Support adoption of automation within the Service Desk and IT teams; help communicate and train users
• Maintain and improve the IT SharePoint / IT Hub as a central resource; produce knowledge articles and how-to guides
• Produce clear IT communications (updates, newsletters, adoption campaigns)
• Engage with users across the organisation; collect feedback on tools and experience
• Track metrics (training participation, user feedback, adoption trends) and provide improvement insights
• Continuously improve materials and approaches based on feedback

Key requirements

• Experience in IT, digital workplace, service delivery or similar environment
• Strong working knowledge of Microsoft 365 (Teams, SharePoint, Outlook, Copilot)
• Experience supporting or delivering IT training or user guidance
• Ability to explain technical concepts in simple, user-friendly terms
• Strong organizational and coordination skills
• Confident engaging with both technical teams and business users

• User-focused mindset
• Proactive and eager to learn
• Collaborative and supportive team player
• Microsoft 365 (Teams, SharePoint, Outlook, Copilot)
• Power Platform tools (Power Automate, Power Apps, Power BI)
• ITIL concepts (awareness)

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