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, ServiceNow 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 ServiceNow
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
Desirable
ITIL knowledge or certification
Experience with ServiceNow 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 initiatives
A role that combines people leadership, technical oversight and strategic service enhancement
Ongoing 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
