Lorien
Lead Service Desk Engineer
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Lead Service Desk Engineer
Altrincham | £40,000 + Benefits
The Opportunity
A fantastic opportunity has arisen for an experienced IT professional to take the next step in their career as a Lead Service Desk Engineer. This role combines technical support, people leadership and service management, making it ideal for someone who enjoys helping both users and colleagues succeed. You'll be responsible for overseeing the day-to-day running of the service desk, supporting a team of engineers, and ensuring a consistently high standard of IT support across the organisation.
What You'll Be Doing
As the senior member of the service desk team, you'll play a key role in keeping support services running smoothly and efficiently. Your responsibilities will include:
- Leading, mentoring and supporting Service Desk Engineers.
- Managing ticket queues and ensuring incidents and requests are handled within agreed service levels.
- Providing first-class technical support both remotely and on-site.
- Acting as the main escalation point for more complex support and infrastructure issues.
- Administering user accounts, permissions and access requests.
- Coordinating new starter and leaver processes.
- Supporting infrastructure upgrades and wider technology projects.
- Working closely with internal departments to deliver an excellent end-user experience.
- Contributing to international and regional IT initiatives as required.
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Technology Stack
You'll work across a varied technical environment that includes:
- Microsoft 365
- Microsoft Entra ID
- Windows 10 and Windows 11
- Windows Server
- LAN, WAN and wireless networking technologies
- VoIP and unified communications platforms
- Printers, meeting room and collaboration technology
- Apple devices and mobile device management
- Backup, recovery and remote connectivity solutions
About You
We're interested in speaking with candidates who can demonstrate:
- Experience within a Service Desk, IT Support or Infrastructure environment.
- Previous experience supervising, coaching or supporting technical team members.
- Strong knowledge of Microsoft technologies and desktop support.
- A customer-focused approach with excellent problem-solving skills.
- The ability to manage priorities effectively in a fast-paced environment.
- Strong communication skills and confidence working with stakeholders at all levels of the business.
- A proactive mindset and a genuine interest in improving services and processes.
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What's in It for You?
This position offers the chance to take ownership of a key IT support function while remaining hands-on technically. You'll have the opportunity to influence processes, develop team members and contribute to ongoing technology improvements within a growing organisation. If you're looking for a role where you can combine leadership, technical expertise and service excellence, we'd be keen to hear from you.
Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.
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