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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