Lead Service Desk Engineer

Lorien; Altrincham; On-site; GBP 40,000 - 50,000; Full time

Job summary

Lorien in Altrincham is seeking an experienced Lead Service Desk Engineer to oversee daily service desk operations and mentor a team of engineers. You will ensure high-quality IT support across the organisation and act as a senior escalation point.

You’ll lead, coach and support engineers, manage queues, and collaborate with stakeholders to drive service improvements while handling on-site and remote support in a busy IT environment.

Qualifications

• Experience in 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.
• Customer-focused with excellent problem-solving skills.
• Ability to manage priorities in a fast-paced environment.
• Strong communication skills with stakeholders at all levels.
• Proactive mindset and interest in improving services and processes.

Responsibilities

• Lead, mentor and support Service Desk Engineers.
• Manage ticket queues and ensure incidents and requests are handled within agreed service levels.
• Provide first-class technical support both remotely and on-site.
• Act as main escalation point for complex issues.
• Administer user accounts, permissions and access requests.
• Coordinate new starter and leaver processes.
• Support infrastructure upgrades and wider technology projects.
• Collaborate with internal departments to deliver excellent end-user experience.
• Contribute to international and regional IT initiatives as required.

Skills

Service Desk

IT Support

Leadership

Customer focus

Tools

Microsoft 365

Entra ID

Windows 10/11

Windows Server

Networking

VoIP

MDM

Backup & Recovery

Job description

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

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.