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.