Salary: £35,000 - 45,000 per year Requirements: Strong technical background across Microsoft environments (Windows, Active Directory, Exchange) Experience supporting desktop environments and troubleshooting complex issues Proven ability to act as an escalation point within a service desk environment Experience working within an ITIL-based environment, particularly across incident management, change management and governance Exposure to or involvement in Technical Design Authority (TDA) or similar governance frameworks Excellent communication skills, with the ability to build rapport at all levels Confident stakeholder management skills A personable, approachable style with a genuine interest in supporting others Experience coaching, mentoring or informally leading others Someone who can inspire, motivate and bring energy to a team Responsibilities: Acting as the go-to escalation point for technical issues across desktop and infrastructure Supporting and coordinating a team of service desk engineers Coaching and mentoring team members to improve performance and service delivery Managing and prioritising workloads to ensure SLAs are consistently met Communicating clearly with stakeholders across the business Identifying trends and areas for improvement within the service desk Playing a key role in ITIL-aligned processes, including incident and change management Supporting governance and contributing to technical design authority discussions where required Maintaining a strong focus on customer experience at all times Technologies: Active Directory ITIL Windows Support More: We are a dedicated team based in Cheshire, where we work together both onsite and remotely. This role offers a fantastic opportunity for those looking to step into or further develop a supervisory position while remaining close to the technology. You will influence how our service desk operates, develop others, and make a real impact on both team performance and customer experience. last updated 14 week of 2026