At a Glance
- Tasks: Lead a team of support engineers while providing hands-on technical assistance.
- Company: Join a dynamic tech company focused on innovation and teamwork.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Work with cutting-edge technology in a fast-paced, supportive environment.
- Why this job: Make a real impact by shaping the future of IT support and mentoring others.
- Qualifications: Experience in service desk environments and strong leadership skills.
The predicted salary is between 40000 - 45000 £ per year.
If you enjoy leading from the front, combining hands-on technical support with team leadership, this Lead Service Desk Engineer role offers the opportunity to make a real impact.
You'll take ownership of the day-to-day support function, ensuring tickets are prioritised effectively, SLAs are met, and engineers have the guidance they need to succeed.
This is a role for someone who enjoys improving processes, developing people, and maintaining high service standards across a busy technology environment.
The Opportunity
You'll sit at the centre of the support operation, acting as the bridge between technical delivery and team leadership.
Alongside managing support activity, you'll work on infrastructure projects, support global users, and help shape how the function evolves over time.
The ideal candidate will be approachable, technically capable, and comfortable taking ownership of both people and technology challenges.
- What You’ll Be Doing
- Leading and mentoring a team of 1st Line Support Engineers.
- Ensuring tickets are prioritised, assigned correctly, and delivered within SLA.
- Providing local and remote support through a global service desk.
- Acting as an escalation point for more complex infrastructure and support issues.
- Supporting onboarding, offboarding, access control, and user management activities.
- Working on infrastructure improvements and technology projects.
- Collaborating with IT and HR teams to deliver a seamless employee experience.
- Supporting regional and global technology initiatives when required.
- Technology Environment
You'll work across a broad Microsoft-centric estate including
- Windows Server and Windows 10/11.
- Microsoft 365 and Entra ID.
- Networking fundamentals including Wi-Fi, switches, patching, and LAN infrastructure.
- VOIP, printers, conference room technology, and end-user hardware.
- Apple devices and mobile platforms.
- Backup and remote access solutions.
What You Bring
- Experience within a Service Desk, Infrastructure, or End User Support environment.
- Previous experience mentoring, coaching, or managing support engineers.
- Strong Microsoft technology knowledge, particularly Windows and Microsoft 365.
- A proactive approach to problem-solving and service improvement.
- Excellent communication skills and the ability to engage with stakeholders at all levels.
- Strong organisational skills with the ability to prioritise multiple demands.
Why Apply?
This is a great opportunity for someone looking to combine technical support expertise with leadership responsibility, while helping shape how a growing IT support function operates.
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Lead Service Desk Engineer in Altrincham employer: Lorien
Join a forward-thinking company in Manchester that values technical expertise and offers a dynamic work culture. With a focus on hybrid working, flexible hours, and a strong emphasis on employee growth, this role provides the opportunity to lead impactful projects while maintaining a hands-on engineering position. Enjoy a competitive salary, annual bonus, and the chance to shape the future of corporate infrastructure services in a supportive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Lead Service Desk Engineer in Altrincham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Lorien. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Lorien before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Lead Service Desk Engineer in Altrincham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Lorien:Your cover letter is your chance to shine! Tell us why you want to work at Lorien specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Lorien!
How to prepare for a job interview at Lorien
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
