NegotiableLancashire, England
Contract
Desktop Support Team LeadLocation: Warrington / Manchester Area (Hybrid, 2-3 days per week onsite)Clearance: BPSS RequiredExpenses: Travel and accommodation covered where requiredAbout the RoleWe'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 DoingTeam Leadership & Service DeliveryLead, coach and develop a team of L2 Desktop EngineersManage workloads, priorities and resource allocation across multiple sitesConduct regular 1-1s, performance reviews and development planningOversee escalations and ensure timely resolution of complex technical issuesDrive high standards of customer service, ticket quality and process adherenceBuild a collaborative, accountable and high-performing team cultureService Improvement & Digital EnablementSupport the adoption of Service Desk tools, ITSM processes and self-service capabilitiesChampion automation and digital support solutions that improve efficiency and user experienceWork closely with Service Desk, ServiceNow and technical teams to identify opportunities for improvementHelp implement new support tools, workflows and productivity initiativesTraining, Knowledge & AdoptionDevelop and deliver training and enablement activities for support teamsCreate and maintain knowledge articles, user guides and support documentationPromote knowledge sharing and continuous learning across the IT support functionSupport adoption of new technologies, processes and ways of workingStakeholder EngagementBuild strong relationships with Service Desk teams, technical teams and business stakeholdersAct as a key point of contact for support improvement initiativesPromote self-service capabilities and enhance the overall user experienceGather feedback and use insights to drive continuous improvementWhat We're Looking ForEssentialPrevious experience leading or managing a Desktop Support, End User Computing or IT Support teamStrong understanding of Service Desk operations and ITSM principlesExperience managing incidents, requests, escalations and service performanceExperience working with ITSM platforms such as ServiceNowStrong knowledge of Microsoft 365 technologies, including Teams, SharePoint and Power PlatformExcellent communication, coaching and stakeholder management skillsAbility to drive service improvements and embed best practice processesExperience creating documentation, knowledge articles and user guidanceDesirableITIL knowledge or certificationExperience with ServiceNow administration or enhancement activitiesExperience driving automation, self-service or digital adoption initiativesKnowledge of change management and continuous improvement methodologiesExperience working within large, complex or highly regulated environmentsWhat's in it for You?Opportunity to lead and shape a growing Desktop Support functionHybrid working modelExposure to major digital transformation and service improvement initiativesA role that combines people leadership, technical oversight and strategic service enhancementOngoing professional development and career progression opportunitiesIf you're passionate about delivering exceptional IT support, developing high-performing teams and driving continuous improvement, we'd love to hear from you.
