Desktop Support Team Lead

Matchtech Group; Lancashire; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid working model

Job summary

Matchtech Group in Warrington/Manchester area is seeking a proactive Desktop Support Team Lead for a hybrid role (2–3 days on site). You will lead the L2 Desktop Engineering team, drive improvements across Service Desk processes, digital support, knowledge management and user enablement.

You'll manage a team of Desktop Engineers, ensure high service delivery and customer satisfaction, and shape the future of IT support through automation, self-service and continuous knowledge sharing.

Qualifications

• Experience leading or managing a Desktop Support/End User Computing or IT Support team.
• Strong understanding of Service Desk operations and ITSM principles.
• Experience managing incidents, requests, escalations and service performance.
• Experience working with ITSM platforms such as ServiceNow.
• Strong knowledge of Microsoft 365 technologies, including Teams, SharePoint and Power Platform.
• Excellent communication, coaching and stakeholder management skills.
• Ability to drive service improvements and embed best practice processes.
• Experience creating documentation, knowledge articles and user guidance.
• ITIL knowledge or certification.
• Experience with ServiceNow administration or enhancement activities.
• Experience driving automation, self-service or digital adoption initiatives.
• Knowledge of change management and continuous improvement methodologies.
• Experience working within large, complex or highly regulated environments.

Responsibilities

• Lead, coach and develop a team of L2 Desktop Engineers.
• Manage workloads, priorities and resource allocation across multiple sites.
• Conduct regular 1-1s, performance reviews and development planning.
• Oversee escalations and ensure timely resolution of complex technical issues.
• Drive high standards of customer service, ticket quality and process adherence.
• Build a collaborative, accountable and high-performing team culture.
• Support the adoption of Service Desk tools, ITSM processes and self-service capabilities.
• Champion automation and digital support solutions that improve efficiency and user experience.
• Work closely with Service Desk, ServiceNow and technical teams to identify opportunities for improvement.
• Help implement new support tools, workflows and productivity initiatives.
• Develop and deliver training and enablement activities for support teams.
• Create and maintain knowledge articles, user guides and support documentation.
• Promote knowledge sharing and continuous learning across the IT support function.
• Support adoption of new technologies, processes and ways of working.
• Build strong relationships with Service Desk teams, technical teams and business stakeholders.
• Act as a key point of contact for support improvement initiatives.
• Promote self-service capabilities and enhance the overall user experience.
• Gather feedback and use insights to drive continuous improvement.

Skills

Team leadership

ITSM

ServiceNow

Microsoft 365

Stakeholder management

Customer service

Incident management

Escalation management

Education

ITIL knowledge or certification

Tools

ServiceNow

Microsoft 365

Job description

Desktop Support Team Lead

Location: Warrington / Manchester Area (Hybrid, 2-3 days per week onsite)
Clearance: BPSS Required
Expenses: Travel and accommodation covered where required

About the Role

We're looking for a dynamic and people-focused Desktop Support Team Lead to lead our L2 Desktop Engineering team while driving improvements across Service Desk processes, digital support, knowledge management and user enablement.

This is an excellent opportunity for an experienced Desktop Support Team Lead, Senior Desktop Engineer or End User Computing professional looking to combine operational leadership with service improvement and digital transformation initiatives.

You'll be responsible for managing a team of Desktop Engineers, ensuring high levels of service delivery and customer satisfaction, while helping shape the future of IT support through improved processes, automation, self-service and knowledge management.

What You'll Be Doing

Team Leadership & Service Delivery

• Lead, coach and develop a team of L2 Desktop Engineers
• Manage workloads, priorities and resource allocation across multiple sites
• Conduct regular 1-1s, performance reviews and development planning
• Oversee escalations and ensure timely resolution of complex technical issues
• Drive high standards of customer service, ticket quality and process adherence
• Build a collaborative, accountable and high-performing team culture

Service Improvement & Digital Enablement

• Support the adoption of Service Desk tools, ITSM processes and self-service capabilities
• Champion automation and digital support solutions that improve efficiency and user experience
• Work closely with Service Desk, ServiceNow and technical teams to identify opportunities for improvement
• Help implement new support tools, workflows and productivity initiatives

Training, Knowledge & Adoption

• Develop and deliver training and enablement activities for support teams
• Create and maintain knowledge articles, user guides and support documentation
• Promote knowledge sharing and continuous learning across the IT support function
• Support adoption of new technologies, processes and ways of working

Stakeholder Engagement

• Build strong relationships with Service Desk teams, technical teams and business stakeholders
• Act as a key point of contact for support improvement initiatives
• Promote self-service capabilities and enhance the overall user experience
• Gather feedback and use insights to drive continuous improvement

What We're Looking For

Essential

• Previous experience leading or managing a Desktop Support, End User Computing or IT Support team
• Strong understanding of Service Desk operations and ITSM principles
• Experience managing incidents, requests, escalations and service performance
• Experience working with ITSM platforms such as ServiceNow
• Strong knowledge of Microsoft 365 technologies, including Teams, SharePoint and Power Platform
• Excellent communication, coaching and stakeholder management skills
• Ability to drive service improvements and embed best practice processes
• Experience creating documentation, knowledge articles and user guidance

Desirable

• ITIL knowledge or certification
• Experience with ServiceNow administration or enhancement activities
• Experience driving automation, self-service or digital adoption initiatives
• Knowledge of change management and continuous improvement methodologies
• Experience working within large, complex or highly regulated environments

What's in it for You?

• Opportunity to lead and shape a growing Desktop Support function
• Hybrid working model
• Exposure to major digital transformation and service improvement initiatives
• A role that combines people leadership, technical oversight and strategic service enhancement
• Ongoing professional development and career progression opportunities

If you're passionate about delivering exceptional IT support, developing high-performing teams and driving continuous improvement, we'd love to hear from you.