Service Desk Team Lead - Altrincham - £40,000The Role If you enjoy leading from the front, taking ownership, and bringing structure to busy support environments, this Infrastructure Team Lead role offers a great opportunity to make an impact. You'll combine hands-on technical support with team leadership, ensuring tickets are managed effectively, SLAs are met, and the wider support function runs smoothly. This is a role where you'll set the standard, coach others, and improve how the team delivers day-to-day.What You'll Be Doing You'll sit at the centre of the support function, making sure everything moves as it should:Leading and supporting a team of 1st line engineers, driving performance and accountabilityManaging the service desk queue, ensuring tickets are prioritised, assigned, and resolved within SLAProviding both local and remote support across a global user baseActing as an escalation point for more complex technical issuesSupporting infrastructure and user-facing systems across Windows environments and Microsoft technologiesContributing to global IT projects and improvements to ways of workingSupporting onboarding/offboarding processes and access managementWorking closely with IT and business stakeholders to deliver a consistent, reliable serviceTech Environment You'll be working across a broad, hands-on technology estate, including:Windows Server & Windows 10/11Microsoft 365 / Entra (Azure AD)Networking fundamentals (Wi-Fi, switches, patching)End-user devices, printers, and AV / conferencing toolsVOIP systems and remote access toolsBackup processes and infrastructure supportWhat You BringPrevious experience in a Service Desk or Infrastructure support environmentExperience leading or mentoring engineers, even if informallyAbility to prioritise workload, manage tickets, and meet SLAs in a fast-moving environmentConfident communicator able to engage both technical teams and non-technical usersA proactive mindset with a focus on ownership, improvement, and deliveryGuidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.