Lead Service Desk Engineer - Mentor, Manage & Improve IT Support

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

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.