Desktop Support Team Lead

Negotiable Lancashire, England

Contract

Desktop Support Team Lead

Location:

Warrington / Manchester Area (Hybrid, 2-3 days per week onsite)
Clearance: BPSS Required Expenses:
Travel and accommodation covered where required

About the Role We're looking for a dynamic and people-focused Desktop Support Team Lead to lead our L2 Desktop Engineering team while driving improvements across Service Desk processes, digital support, knowledge management and user enablement.

This is an excellent opportunity for an experienced Desktop Support Team Lead, Senior Desktop Engineer or End User Computing professional looking to combine operational leadership with service improvement and digital transformation initiatives.

You'll be responsible for managing a team of Desktop Engineers, ensuring high levels of service delivery and customer satisfaction, while helping shape the future of IT support through improved processes, automation, self-service and knowledge management.

What You'll Be Doing Team Leadership & Service Delivery Lead, coach and develop a team of L2 Desktop Engineers Manage workloads, priorities and resource allocation across multiple sites

Conduct regular 1-1s, performance reviews and development planning

Oversee escalations and ensure timely resolution of complex technical issues

Drive high standards of customer service, ticket quality and process adherence

Build a collaborative, accountable and high-performing team culture

Service Improvement & Digital Enablement Support the adoption of Service Desk tools, ITSM processes and self-service capabilities

Champion automation and digital support solutions that improve efficiency and user experience

Work closely with Service Desk, Service Now and technical teams to identify opportunities for improvement

Help implement new support tools, workflows and productivity initiatives

Training, Knowledge & Adoption Develop and deliver training and enablement activities for support teams

Create and maintain knowledge articles, user guides and support documentation

Promote knowledge sharing and continuous learning across the IT support function

Support adoption of new technologies, processes and ways of working

Stakeholder Engagement Build strong relationships with Service Desk teams, technical teams and business stakeholders

Act as a key point of contact for support improvement initiatives

Promote self-service capabilities and enhance the overall user experience

Gather feedback and use insights to drive continuous improvement

What We're Looking For Essential Previous  experience leading or managing a Desktop Support, End User Computing or IT Support team Strong understanding of Service Desk operations and ITSM principles

Experience managing incidents, requests, escalations and service performance

Experience working with ITSM platforms such as Service Now Strong  knowledge of Microsoft 365 technologies, including Teams, SharePoint and Power Platform Excellent communication, coaching and stakeholder management skills

Ability to drive service improvements and embed best practice processes

Experience creating documentation, knowledge articles and user guidance

DesirableITIL knowledge or certification

Experience with Service Now administration or enhancement activities

Experience driving automation, self-service or digital adoption initiatives

Knowledge of change management and continuous improvement methodologies

Experience working within large, complex or highly regulated environments

What's in it for You?

Opportunity to lead and shape a growing Desktop Support function

Hybrid working model

Exposure to major digital transformation and service improvement initiativesA role that combines people leadership, technical oversight and strategic service enhancement

Ongoing professional development and career progression opportunities

If you're passionate about delivering exceptional IT support, developing high-performing teams and driving continuous improvement, we'd love to hear from you.