Lead Service Desk Engineer

If you enjoy leading from the front, combining hands-on technical support with team leadership, this Lead Service Desk Engineer role offers the opportunity to make a real impact.

You'll take ownership of the day-to-day support function, ensuring tickets are prioritised effectively, SLAs are met, and engineers have the guidance they need to succeed. This is a role for someone who enjoys improving processes, developing people, and maintaining high service standards across a busy technology environment.

You'll sit at the centre of the support operation, acting as the bridge between technical delivery and team leadership. Alongside managing support activity, you'll work on infrastructure projects, support global users, and help shape how the function evolves over time.

The ideal candidate will be approachable, technically capable, and comfortable taking ownership of both people and technology challenges.

• Leading and mentoring a team of 1st Line Support Engineers.
• Ensuring tickets are prioritised, assigned correctly, and delivered within SLA.
• Providing local and remote support through a global service desk.
• Acting as an escalation point for more complex infrastructure and support issues.
• Supporting onboarding, offboarding, access control, and user management activities.
• Working on infrastructure improvements and technology projects.
• Collaborating with IT and HR teams to deliver a seamless employee experience.
• Supporting regional and global technology initiatives when required.

You'll work across a broad Microsoft-centric estate including:

• Windows Server and Windows 10/11.
• Microsoft 365 and Entra .
• Networking fundamentals including Wi-Fi, switches, patching, and LAN infrastructure.
• VOIP, printers, conference room technology, and end-user hardware.
• Apple devices and mobile platforms.
• Backup and remote access solutions.

• Experience with in a Service Desk, Infrastructure, or End User Support environment.
• Previous experience mentoring, coaching, or managing support engineers.
• Strong Microsoft technology knowledge, particularly Windows and Microsoft 365.
• A proactive approach to problem-solving and service improvement.
• Excellent communication skills and the ability to engage with stakeholders at all levels.
• Strong organisational skills with the ability to prioritise multiple demands.

This is a great opportunity for someone looking to combine technical support expertise with leadership responsibility, while helping shape how a growing IT support function operates.