Service Desk Team Leader

🔒 Confidential Employer
Posted 7 May 2026
LOCATION
Manchester
TYPE
Full-time
LEVEL
Mid-Senior level
SALARY
£35,000 / year
CATEGORY
IT Support & Infrastructure
This employer holds a UK Home Office sponsor license — sponsorship for this specific role is at the employer’s discretion

SKILLS

Leadership People management ITIL Foundation Microsoft Active Directory Exchange Server Office 365 Windows desktop support Network troubleshooting

FULL DESCRIPTION

Service Desk Team Leader

[Employer hidden — sign up to reveal] is hiring a Service Desk Team Leader to join their team in Manchester on a hybrid basis. The role involves managing a client support team, driving continuous improvement, and ensuring excellent service. Salary £35,000 per annum, full-time.

Responsibilities

  • Manage a client support team in investigating issues, resolving requests, documenting incidents, adhering to SLAs, and ensuring excellent service.
  • Direct line management of service desk staff including performance reviews, training, scheduling, and mentoring. Recruit and interview new hires.
  • Monitor support delivery KPIs like response times, issue resolution, and user satisfaction. Identify and drive continuous improvements.
  • Maintain standards through process oversight. Escalate issues appropriately.
  • Promote professional development and progression opportunities for employees.
  • Plan resourcing and schedules proactively to meet business needs.

Requirements

  • Leadership & people management skills
  • Strong communication, and relationship-building skills alongside a People centric approach
  • ITIL Foundation certification desirable
  • Administering Microsoft Active Directory, Exchange Server & Office 365
  • Competent with Windows desktop & application support
  • Tablet and mobile device support
  • Network troubleshooting incl. ping and trace route
  • An understanding of [Employer hidden — sign up to reveal]'s business, clients and the market it works in
  • Knowledge of Microsoft Group Policy
  • An understanding of Microsoft Azure AD Sync and Azure AD Connect
  • Excellent conversational fluency in English is required to clearly explain complex technical issues

Benefits

  • Base salary of £35000 per annum
  • Hybrid working
  • 25 days holidays per annum + public holidays + the ability to purchase 10 more
  • Your birthday off (Obviously!)
  • £2000 Referral Scheme Bonus
  • Enhanced maternity, paternity, adoption + Baby bonus
  • Fully funded training and accreditations
  • Two paid charity volunteering days per year
  • Discounted Broadband
  • Life insurance
  • Private Health Insurance with AXA Health
  • Quarterly team social fund
  • Cycle to Work scheme
  • Gear up with the latest tech toys through partnership with Currys
  • Electric car scheme

About [Employer hidden — sign up to reveal]

[Employer hidden — sign up to reveal] started in the early 2000s and now has over 170 employees, 7 offices, 500 clients, and a trophy cabinet bursting with awards. They provide Managed IT Services and invest heavily in internal development. #teamrazorblue

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