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

Senior Service Desk Specialist
Reference: PC0126-1M2
Salary: £30,000 £32,000 + Skill Development, Career Progression & Benefits
Location: Manchester, M16
Working Pattern: Monday Friday Hybrid Role

New Year. New Career. Lead People. Deliver Excellence.
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.

Key Skills & Technologies
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.

Why Join Us?

• Opportunity to lead, influence, and develop people
• Clear career progression and structured skill development
• Hybrid working for work-life balance
• A company that values empathy, collaboration, and accountability
• We re ready to invest in your leadership journey

Ready to Lead, Coach & Make an Impact?
If you re a Senior Service Desk Analyst / Service Desk Specialist / IT Support Engineer with strong soft management, coaching, and people development skills, apply now.
New Year. New Career. Lead it.