Service Desk Team Leader

Service Desk Team Lead - Altrincham - £40,000

The Role If you enjoy leading from the front, taking ownership, and bringing structure to busy support environments, this Infrastructure Team Lead role offers a great opportunity to make an impact. You'll combine hands-on technical support with team leadership, ensuring tickets are managed effectively, SLAs are met, and the wider support function runs smoothly. This is a role where you'll set the standard, coach others, and improve how the team delivers day-to-day.

What You'll Be Doing You'll sit at the centre of the support function, making sure everything moves as it should:

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• Leading and supporting a team of 1st line engineers, driving performance and accountability
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• Managing the service desk queue, ensuring tickets are prioritised, assigned, and resolved within SLA
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• Providing both local and remote support across a global user base
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• Acting as an escalation point for more complex technical issues
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• Supporting infrastructure and user-facing systems across Windows environments and Microsoft technologies
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• Contributing to global IT projects and improvements to ways of working
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• Supporting onboarding/offboarding processes and access management
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• Working closely with IT and business stakeholders to deliver a consistent, reliable service
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Tech Environment You'll be working across a broad, hands-on technology estate, including:

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• Windows Server & Windows 10/11
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• Microsoft 365 / Entra (Azure AD)
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• Networking fundamentals (Wi-Fi, switches, patching)
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• End-user devices, printers, and AV / conferencing tools
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• VOIP systems and remote access tools
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• Backup processes and infrastructure support
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What You Bring

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• Previous experience in a Service Desk or Infrastructure support environment
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• Experience leading or mentoring engineers, even if informally
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• Ability to prioritise workload, manage tickets, and meet SLAs in a fast-moving environment
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• Confident communicator able to engage both technical teams and non-technical users
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• A proactive mindset with a focus on ownership, improvement, and delivery
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Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.