Lead Service Desk Engineer

Lorien Impellam; Altrincham; On-site; GBP 36,000 - 44,000; Full time

Benefits offered by this job

Benefits

Job summary

Lorien Impellam is seeking a Lead Service Desk Engineer in Altrincham to oversee the service desk, mentor engineers, and ensure high-quality IT support across the organisation.

You will manage ticket queues, act as escalation point, coordinate onboarding/offboarding, and work on infrastructure projects with internal teams. This hands-on leadership role combines technical depth with people management and a focus on delivering an excellent end-user experience.

Qualifications

• Experience within a Service Desk, IT Support or Infrastructure environment.
• Experience supervising, coaching or supporting technical team members.
• Strong knowledge of Microsoft technologies and desktop support.
• Customer-focused approach with excellent problem-solving skills.
• Ability to manage priorities effectively in a fast-paced environment.
• Strong communication skills and confidence with stakeholders at all levels.

Responsibilities

• Leading, mentoring and supporting Service Desk Engineers.
• Managing ticket queues and ensuring incidents and requests are handled within agreed service levels.
• Providing first-class technical support both remotely and on-site.
• Acting as the main escalation point for more complex support and infrastructure issues.
• Administering user accounts, permissions and access requests.
• Coordinating new starter and leaver processes.
• Supporting infrastructure upgrades and wider technology projects.
• Working closely with internal departments to deliver an excellent end-user experience.
• Contributing to international and regional IT initiatives as required.

Skills

Service Desk Leadership

Team Coaching

Microsoft technologies

Ticket management

Customer focus

Stakeholder communication

Tools

Microsoft 365

Microsoft Entra ID

Windows Server

VoIP platforms

Mobile device management

Job description

Lead Service Desk Engineer

Altrincham | £40,000 + Benefits

The Opportunity

A fantastic opportunity has arisen for an experienced IT professional to take the next step in their career as a Lead Service Desk Engineer. This role combines technical support, people leadership and service management, making it ideal for someone who enjoys helping both users and colleagues succeed.

You'll be responsible for overseeing the day-to-day running of the service desk, supporting a team of engineers, and ensuring a consistently high standard of IT support across the organisation.

What You'll Be Doing

As the senior member of the service desk team, you'll play a key role in keeping support services running smoothly and efficiently. Your responsibilities will include:

• Leading, mentoring and supporting Service Desk Engineers.
• Managing ticket queues and ensuring incidents and requests are handled within agreed service levels.
• Providing first-class technical support both remotely and on-site.
• Acting as the main escalation point for more complex support and infrastructure issues.
• Administering user accounts, permissions and access requests.
• Coordinating new starter and leaver processes.
• Supporting infrastructure upgrades and wider technology projects.
• Working closely with internal departments to deliver an excellent end-user experience.
• Contributing to international and regional IT initiatives as required.

Technology Stack

You'll work across a varied technical environment that includes:

• Microsoft 365
• Microsoft Entra ID
• Windows 10 and Windows 11
• Windows Server
• LAN, WAN and wireless networking technologies
• VoIP and unified communications platforms
• Printers, meeting room and collaboration technology
• Apple devices and mobile device management
• Backup, recovery and remote connectivity solutions

About You

We're interested in speaking with candidates who can demonstrate:

• Experience within a Service Desk, IT Support or Infrastructure environment.
• Previous experience supervising, coaching or supporting technical team members.
• Strong knowledge of Microsoft technologies and desktop support.
• A customer-focused approach with excellent problem-solving skills.
• The ability to manage priorities effectively in a fast-paced environment.
• Strong communication skills and confidence working with stakeholders at all levels of the business.
• A proactive mindset and a genuine interest in improving services and processes.

What's in It for You?

This position offers the chance to take ownership of a key IT support function while remaining hands-on technically. You'll have the opportunity to influence processes, develop team members and contribute to ongoing technology improvements within a growing organisation.

If you're looking for a role where you can combine leadership, technical expertise and service excellence, we'd be keen to hear from you.