Lead Service Desk Engineer

About the Role

We're looking for an experienced IT support professional who enjoys balancing hands-on technical work with team leadership. As Lead Service Desk Engineer, you'll oversee daily service desk operations while providing guidance and support to a small team of engineers.

This position offers the chance to drive service improvements, maintain excellent support standards, and play a key role in delivering a reliable technology service across the business.

The Position

Working at the heart of the IT support function, you'll be responsible for ensuring incidents and requests are managed efficiently, service levels are consistently achieved, and users receive a high-quality support experience.

Alongside operational responsibilities, you'll contribute to infrastructure projects, support colleagues across multiple locations, and help improve processes as the IT function continues to evolve.

We're looking for someone who combines strong technical expertise with a cooperative leadership style and a passion for delivering outstanding customer service.

Key Responsibilities

• Lead, support and develop a team of Service Desk Engineers.
• Oversee the allocation and prioritisation of support tickets, ensuring agreed service levels are met.
• Deliver both on-site and remote IT support to users across the business.
• Act as a senior escalation point for complex technical and infrastructure-related issues.
• Manage user onboarding and offboarding processes, including account administration and access permissions.
• Contribute to infrastructure enhancements and wider technology initiatives.
• Work closely with IT and HR teams to ensure a smooth employee experience.
• Assist with regional and global IT projects where required.

Technical Environment

You'll gain exposure to a broad range of technologies, including:

• Windows Server environments
• Windows 10 and Windows 11
• Microsoft 365
• Microsoft Entra ID
• Core networking technologies, including wireless networks, switching and LAN infrastructure
• VoIP telephony systems
• Printers and meeting room technology
• Apple devices and mobile technologies
• Backup, recovery and remote access solutions

Skills and Experience

To be successful in this role, you'll ideally have:

• Experience in a Service Desk, End User Support or Infrastructure support position.
• Previous responsibility for mentoring, coaching or leading technical support staff.
• Strong knowledge of Microsoft technologies, particularly Microsoft 365 and Windows environments.
• A proactive approach to identifying and resolving technical issues.
• Excellent communication skills with the ability to engage effectively with both technical and non-technical stakeholders.
• Strong organisational skills and the ability to manage competing priorities.

What's on Offer?

This is an excellent opportunity to step into a leadership role where you can influence the direction of IT support services while remaining technically involved. You'll join a supportive environment that values initiative, continuous improvement and high-quality service delivery.

Interested? Apply today to find out more.