SRG
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.
To apply for this job please visit www.reed.co.uk.
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