IT Service Desk Lead: Improve Experience & Automation

MRJ Recruitment Limited; Manchester; On-site; GBP 35,000 - 52,000; Full time

Benefits offered by this job

Office in Manchester city centre

Leadership development opportunities

Job summary

MRJ Recruitment Limited is seeking an IT Service Desk Team Leader to run day-to-day operations and lead a geographically distributed support team in the UK. The role combines hands-on technical support with people leadership and continuous service improvement.

You will coach analysts, manage queues and SLAs, and work with broader technology teams to reduce recurring issues and improve customer experience. Manchester office is central to this role.

Qualifications

• Experience leading an IT Service Desk or technical support team.
• Strong background in IT support operations and service delivery.
• Solid knowledge of Microsoft 365, Windows, identity and access management, collaboration tools, and end-user tech.
• Experience with ITSM platforms and managing ticket queues, SLAs, and escalations.
• Good understanding of ITIL principles and IT service management processes.

Responsibilities

• Lead and develop your team: coach, mentor and motivate Service Desk Analysts and Technicians, creating a high-performing culture.
• Own service performance: manage daily operations, ticket queues, escalations, SLAs and workloads.
• Improve the customer experience: set high standards for communication and resolution.
• Drive continuous improvement: identify recurring issues and implement pragmatic changes.
• Embrace automation: explore self-service and smarter issue resolution.
• Develop team capability: share knowledge and improve first-contact resolution.
• Work collaboratively: build relationships with colleagues and technology teams across the UK and Europe.
• Use data to drive decisions: analyse performance and trends for improvements.
• Stay hands-on: support with technical issues, escalations and major incidents.

Skills

Team Leadership

IT Service Desk

ITIL

Stakeholder Management

Microsoft 365

Windows OS

ITSM

Incident Management

SLA Management

Tools

Freshservice

Microsoft Intune

Entra ID

Autopilot

Job description

MRJ Recruitment Limited is seeking an IT Service Desk Team Leader to run day-to-day operations and lead a geographically distributed support team in the UK. The role combines hands-on technical support with people leadership and continuous service improvement.

You will coach analysts, manage queues and SLAs, and work with broader technology teams to reduce recurring issues and improve customer experience. Manchester office is central to this role.