Senior Service Desk Analyst / Service Desk Specialist / IT Support Engineer

Are you an experienced Senior Service Desk Analyst / Service Desk Specialist / IT Support Engineer who thrives in a people-focused leadership role, enjoys coaching and mentoring, and still loves being hands-on technically? We're looking for someone who can balance technical expertise with soft management skills, acting as a role model on the Service Desk while helping to develop, support, and motivate a team.

The Role As a Senior Service Desk Analyst / Service Desk Specialist / IT Support Engineer, you'll provide high-quality end user support while also taking responsibility for day-to-day team leadership, knowledge sharing, and performance support. You'll play a key role in onboarding, training, and developing Service Desk analysts, helping to create a collaborative, high-performing environment. Based in Manchester (M16), this is a Monday to Friday hybrid role.

You should have experience with some or all of the following:

Microsoft Windows 10 / 11 Microsoft Office 365 troubleshooting Active Directory Awareness of Group Policy SCCM / Intune DFS folder permissions in SharePoint Networking triaging Leadership, Soft Management & Communication We're specifically looking for someone who has experience as a team leader or senior team member, and who enjoys people development as much as problem solving. The successful Senior Service Desk Analyst / Service Desk Specialist / IT Support Engineer will demonstrate:

Experience in team leadership, line support, or acting team lead responsibilities Strong coaching and mentoring skills Ability to provide performance support, guidance, and feedback A collaborative, people-first leadership style Excellent stakeholder communication and relationship-building skills Confidence in conflict resolution, prioritisation, and decision making Strong, logical troubleshooting and diagnostic ability A professional, approachable, and supportive manner A growth mindset, resilience, and emotional intelligence Experience contributing to Knowledge Banks (KB's), process improvement, continuous improvement initiatives, and setting best-practice standards is highly desirable.