Service Desk Team Leader – Altrincham

About the role

You will lead a busy Service Desk, combining hands‑on technical support with people management. The role ensures tickets are processed efficiently, service level agreements are met, and the overall support function runs smoothly for a global user base.

Key responsibilities

• Lead and mentor a team of 1st‑line engineers, driving performance and accountability.
• Manage the service desk queue, prioritising, assigning and resolving tickets within SLA targets.
• Provide both local and remote support across Windows and Microsoft environments.
• Act as an escalation point for complex technical issues.
• Support infrastructure components, including servers, networking, VOIP and backup systems.
• Contribute to global IT projects and improve existing processes.
• Handle onboarding/off‑boarding and access‑management activities.
• Collaborate with IT and business stakeholders to deliver reliable services.

Required profile

• Proven experience in a Service Desk or Infrastructure support role.
• Demonstrated ability to lead or mentor technical staff.
• Strong organisational skills with the ability to prioritise workload and meet SLA commitments.
• Excellent communication skills for both technical and non‑technical audiences.
• Proactive mindset focused on ownership, continuous improvement and delivery.

Required skills

• Windows Server
• Windows 10
• Windows 11
• Microsoft 365
• Azure AD (Entra)
• Networking fundamentals (Wi‑Fi, switches, patch management)
• End‑user devices and printers
• AV conferencing tools
• VOIP systems
• Remote access tools
• Backup processes and infrastructure support