IT Service Lead

IT Service Lead

Insight Talent Partners is currently looking to recruit an IT Service Lead for a well-established distribution firm based in Manchester. This is a brand-new role within the organisation and as such offers a fantastic opportunity to lead and grow a function that is ear-marked to be one of the most important teams within IT for the coming years.

Job Purpose

The IT Service Lead is responsible for ensuring the availability, integrity, and efficient operation of the IT Service Desk within the business. This role involves managing escalations, implementing proactive measures for support, and improving IT Service Desk processes.

What We Offer:

• Basic – £40-45k
• Discretionary bonus scheme based on company and personal performance (usually around 10-12%)
• Car allowance – £5k
• Hybrid work arrangement – 2 days a week in Manchester office with occasional travel to other sites
• Pension scheme – 5% employer and 5% employee contribution
• Company shares scheme – opportunity to buy shares at a discounted rate
• Life Assurance
• 33 days of holidays (including bank holidays)
• Employee Assistance Program (EAP)
• Benefits portal with discounts from leading brands

Key Responsibilities

Service Management

• Manage IT service desk operations and ensure timely incident resolution.
• Conduct root cause analysis for recurring incidents.
• Monitor and report on SLAs, ensuring high service standards.
• Document and improve IT Service Desk processes.
• Collaborate with IT teams across the UK & Ireland for maintenance, updates, and issue resolution.

Technical Support

• Provide 2nd line support, troubleshooting software/hardware issues.
• Offer deskside, remote, and phone support for IT-related concerns.
• Oversee server patching and application updates.
• Coordinate with internal and external teams for IT-related activities.
• Manage IT hardware procurement from approved suppliers.

Team Leadership

• Manage IT Service Desk team schedules and rotas.
• Plan and coordinate training sessions for IT support staff.
• Maintain and update the IT knowledge base for efficient support.

Skills & Competencies

Technical Proficiency

• Strong troubleshooting skills for IT-related issues.
• Proficiency in Microsoft Windows Server, Office 365, and SharePoint.
• Knowledge of networking (LAN/WAN, Cisco/Meraki Wi-Fi, firewall fundamentals).
• Experience with IT Service Management tools (e.g., ServiceNow, Ivanti).
• Working knowledge of virtualization (Hyper-V, VMware) and Active Directory (DHCP, DNS, Group Policy).

Soft Skills

• Strong attention to detail and ability to work methodically.
• Excellent communication and interpersonal skills for interacting with stakeholders.
• Strong customer service orientation with a proactive approach to issue resolution.
• Ability to work collaboratively and contribute to a team environment.
• Strong organizational and time management skills.

Qualifications & Experience

• Experience leading an IT Service Desk team.
• ITIL certification preferred.
• Relevant technical certifications (e.g., O365, Infrastructure).
• Background in retail, logistics, or supply chain is desirable.

Key Stakeholders

• 1st Line Support Analysts
• External suppliers and vendors
• Business users
• Senior Leadership Team
• Operating Company Leadership Team

Performance Metrics

• SLA compliance percentage
• User satisfaction based on feedback surveys
• Average incident resolution time
• Number of continuous improvements implemented
• Number of proactive monitoring activities introduced
• Number of knowledge base articles created

Keywords – Service Desk Team Lead / 2nd Line Team Lead / 3rd Line Engineer / Service Delivery Manager /