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: • Leading and supporting a team of 1st line engineers, driving performance and accountability • Managing the service desk queue, ensuring tickets are prioritised, assigned, and resolved within SLA • Providing both local and remote support across a global user base • Acting as an escalation point for more complex technical issues • Supporting infrastructure and user-facing systems across Windows environments and Microsoft technologies • Contributing to global IT projects and improvements to ways of working • Supporting onboarding/offboarding processes and access management • Working closely with IT and business stakeholders to deliver a consistent, reliable service Tech Environment You'll be working across a broad, hands-on technology estate, including: • Windows Server & Windows 10/11 • Microsoft 365 / Entra (Azure AD) • Networking fundamentals (Wi-Fi, switches, patching) • End-user devices, printers, and AV / conferencing tools • VOIP systems and remote access tools • Backup processes and infrastructure support What You Bring • Previous experience in a Service Desk or Infrastructure support environment • Experience leading or mentoring engineers, even if informally • Ability to prioritise workload, manage tickets, and meet SLAs in a fast-moving environment • Confident communicator able to engage both technical teams and non-technical users • A proactive mindset with a focus on ownership, improvement, and delivery Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.