Lead Desktop Support Engineer - Hybrid & Transformation

Gattaca; Lancashire; Hybrid; GBP 42,000 - 54,000; Full time

Benefits offered by this job

Hybrid work model

Travel and accommodation covered

Job summary

Gattaca is seeking a Dynamic Desktop Support Team Lead to steer the L2 Desktop Engineering team across Warrington and Manchester with a hybrid onsite/remote balance. You will drive service desk improvements, knowledge management and digital enablement while ensuring high customer satisfaction.

The role combines people leadership with operational delivery, process optimization and ITSM alignment, involving collaboration with Service Desk, ServiceNow and technical teams to deliver reliable IT

Qualifications

• Experience leading a Desktop/End User Computing team.
• Strong ITSM understanding and incident management.
• Experience with ServiceNow and ITSM platforms.

Responsibilities

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

Skills

Leadership

ITSM knowledge

Incident management

ServiceNow

Microsoft 365

Stakeholder management

Documentation

Tools

ServiceNow

Job description

Gattaca is seeking a Dynamic Desktop Support Team Lead to steer the L2 Desktop Engineering team across Warrington and Manchester with a hybrid onsite/remote balance. You will drive service desk improvements, knowledge management and digital enablement while ensuring high customer satisfaction.

The role combines people leadership with operational delivery, process optimization and ITSM alignment, involving collaboration with Service Desk, ServiceNow and technical teams to deliver reliable IT