IT Service Desk Team Leader

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

Benefits

Very competitive salary and benefits package

Opportunities for professional development and certification

Collaborative and supportive team environment

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.

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

Are you passionate about delivering exceptional IT support and leading high-performing teams? We’re looking for an IT Service Desk Team Leader to join our dynamic IT Services team. In this pivotal role, you’ll manage and mentor a team of Service Desk Analysts, ensuring efficient service delivery and outstanding customer experience.

You’ll act as the escalation point for complex technical issues, drive process improvements, and help shape the future of our IT support services. If you thrive in a fast-paced environment and have strong leadership and technical skills, we’d love to hear from you!

What You’ll Do

• Lead, support, and develop the Service Desk team
• Monitor performance and provide feedback to drive continuous improvement
• Manage ticket escalations and ensure timely resolution of technical issues
• Deliver hands‑on support and troubleshoot hardware/software problems
• Implement SLAs and process improvements to optimise service delivery
• Build strong relationships with stakeholders and champion customer service excellence

What We’re Looking For

• Excellent communication and interpersonal skills
• Strong organisational ability and a proactive approach
• Proven experience in IT support, ideally with supervisory responsibilities
• Solid technical knowledge (Windows, Microsoft 365, Azure, Intune, Active Directory)
• Familiarity with ITIL or other best practice frameworks
• ITIL Foundation certification or higher
• Experience in coaching or mentoring staff

Why Join Us?

• Very competitive salary and benefits package
• Opportunities for professional development and certification
• A collaborative and supportive team environment
• The chance to make a real impact on service quality and efficiency and contribute to the vision for the future of the organisation

Ready to take the next step in your IT career?

Apply now and help us deliver exceptional IT services that keep our organisation running smoothly