Service Desk Team Leader

<p><strong>Service Desk Team Lead - Altrincham - £40,000</strong></p><p><strong>The Role</strong> 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.</p><p><strong>What You'll Be Doing</strong> You'll sit at the centre of the support function, making sure everything moves as it should:</p><ul><li>Leading and supporting a team of 1st line engineers, driving performance and accountability</li><li>Managing the service desk queue, ensuring tickets are prioritised, assigned, and resolved within SLA</li><li>Providing both local and remote support across a global user base</li><li>Acting as an escalation point for more complex technical issues</li><li>Supporting infrastructure and user-facing systems across Windows environments and Microsoft technologies</li><li>Contributing to global IT projects and improvements to ways of working</li><li>Supporting onboarding/offboarding processes and access management</li><li>Working closely with IT and business stakeholders to deliver a consistent, reliable service</li></ul><p><strong>Tech Environment</strong> You'll be working across a broad, hands-on technology estate, including:</p><ul><li>Windows Server & Windows 10/11</li><li>Microsoft 365 / Entra (Azure AD)</li><li>Networking fundamentals (Wi-Fi, switches, patching)</li><li>End-user devices, printers, and AV / conferencing tools</li><li>VOIP systems and remote access tools</li><li>Backup processes and infrastructure support</li></ul><p><strong>What You Bring</strong></p><ul><li>Previous experience in a Service Desk or Infrastructure support environment</li><li>Experience leading or mentoring engineers, even if informally</li><li>Ability to prioritise workload, manage tickets, and meet SLAs in a fast-moving environment</li><li>Confident communicator able to engage both technical teams and non-technical users</li><li>A proactive mindset with a focus on ownership, improvement, and delivery</li></ul><p>Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.</p><img src="https://www.jobg8.com/Tracking.aspx?%2bjBHvVsVsDeqjFY%2fOXA0QEAHEBaTVGDOv" width="0" height="0" />