Senior Service Desk Analyst / Service Desk Specialis...

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