Lead Service Desk Engineer

Harvey McQueen Ltd; Blackburn; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A leading IT service provider is seeking a motivated Lead Service Desk Engineer in Blackburn. You will manage the service desk team, ensuring high customer satisfaction and timely ticket resolution. Key responsibilities include overseeing task delegation, managing performance, and providing hands-on support. The ideal candidate should have experience in a service desk or customer service role, along with strong leadership and communication skills. Occasional remote working and on-site client support are required.

Benefits

20 days holidays pro rata plus public holidays

Occasional remote working

Qualifications

• Strong focus on customer satisfaction with ability to lead a team.
• Excellent communication skills for effective client interaction.
• Proven leadership capabilities to motivate team members.

Responsibilities

• Manage the help/service desk team and ensure excellent customer satisfaction.
• Monitor SLAs for consistent and high-quality ticket resolution.
• Resolve support tickets providing assistance via various tools.

Skills

Customer satisfaction focus

Team leadership

Communication skills

Service desk experience

Job description

Lead Service Desk Engineer

Location: Blackburn / Wigan with occasional remote working

Salary: In the region of £30,000

Working hours: Monday - Friday 8:30am - 5:00pm.

Holidays: 20 days pro rata plus public holidays.

Our Client is seeking a motivated and experienced Lead Service Desk Engineer to join their growing team. This role is ideal for someone who is passionate about delivering exceptional customer service, leading teams, and ensuring IT operations run smoothly and efficiently.

About the Role

As the Lead Service Desk Engineer, you will be responsible for maintaining the highest levels of customer satisfaction, ensuring SLAs are consistently met, and managing the day‑to‑day operations of the service desk team. You will oversee task delegation, scheduling, ticket resolution, and process optimisation, while also providing hands‑on technical support to clients both remotely and on‑site.

Key Responsibilities

• Manage the help/service desk team, including scheduling, task delegation, and performance management.
• Ensure excellent customer satisfaction by handling escalations and delivering timely, effective solutions.
• Monitor and ensure all SLAs are achieved, maintaining consistent and high‑quality ticket resolution.
• Work closely with management to update and improve service desk processes for greater efficiency and client satisfaction.
• Resolve support tickets alongside the service desk team providing support via phone, email, in‑person, and remote tools.
• Travel to customer sites as required to provide hands‑on support.
• Identify and implement improvements to IT infrastructure security and efficiency.
• Carry out occasional cabling work on customer sites.
• Manage tools, equipment, and reporting to ensure all resources meet operational standards.
• Work flexibly to the clients objectives, including occasional evening or weekend work when required.
• Perform other duties as assigned by management to meet business needs.

Requirements

• Strong focus on customer satisfaction, with the ability to lead a team to achieve outstanding service levels.
• Excellent written and verbal communication skills, with the ability to work effectively with clients, colleagues, and suppliers.
• Proven leadership and team management capabilities, with the ability to motivate and support team members.
• Experience in a service desk or customer service role, with solid understanding of IT systems and support processes.
• Positive attitude, strong work ethic, and ability to perform under pressure.