Lead Service Desk Engineer — Tech Lead & Team Mentor

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

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.