IT Service Desk Lead: Drive Excellence & Mentorship

Quantuma Advisory Limited; Bolton; On-site; GBP 60,000 - 80,000; Full time

Job summary

A dynamic IT services firm in Bolton is seeking an experienced IT Service Desk Team Leader. In this role, you will lead a team of Service Desk Analysts, ensuring exceptional IT support and service delivery. Responsibilities include managing escalations, implementing improvements, and mentoring staff. The ideal candidate will possess strong technical expertise in Windows and Microsoft 365. Join us for competitive benefits and opportunities for professional development.

Benefits

Very competitive salary and benefits package

Opportunities for professional development and certification

Collaborative and supportive team environment

Qualifications

• Proven experience in IT support, ideally with supervisory responsibilities.
• Solid technical knowledge of Windows and Microsoft 365.

Responsibilities

• Lead, support, and develop the Service Desk team.
• Manage ticket escalations and ensure timely resolution of technical issues.
• Implement SLAs and process improvements to optimise service delivery.

Skills

Excellent communication and interpersonal skills

Strong organisational ability

Proactive approach

Proven experience in IT support

Solid technical knowledge (Windows, Microsoft 365, Azure, Intune, Active Directory)

Familiarity with ITIL or other best practice frameworks

Experience in coaching or mentoring staff

Education

ITIL Foundation certification or higher

Job description

A dynamic IT services firm in Bolton is seeking an experienced IT Service Desk Team Leader. In this role, you will lead a team of Service Desk Analysts, ensuring exceptional IT support and service delivery. Responsibilities include managing escalations, implementing improvements, and mentoring staff. The ideal candidate will possess strong technical expertise in Windows and Microsoft 365. Join us for competitive benefits and opportunities for professional development.