IT Helpdesk Team Lead (IT Service Desk

We are looking for a driven and hands-on Helpdesk Team Lead to take ownership of our IT service desk and shape the front door to IT across the business. Based in the heart of Manchester, this is an opportunity to join a Certified B Corp with a genuine social purpose, helping redefine financial inclusion for UK homeowners.

Whether you see yourself as a Helpdesk Team Lead, IT Service Desk Manager, Service Desk Team Leader, IT Support Manager, or IT Operations Team Lead, this role offers the chance to step into a high-impact position where you'll combine leadership with hands-on delivery.

In this player-coach role, you'll own the day-to-day performance of the helpdesk, ensuring incidents and requests are effectively logged, prioritised, and resolved. You'll act as the primary escalation point for complex issues, lead during major incidents, and take full ownership of SLA performance. Balancing competing priorities in real time, you'll ensure a consistent, high-quality service while driving continuous improvement through trend analysis, reporting, and process optimisation.

You'll bring strong experience from IT service desk environments, with the ability to lead from the front while developing your team. A solid understanding of ITIL practices, confidence managing SLAs, and the ability to make decisions under pressure are essential.

If you're ready to take ownership, lead a team, and make a real impact, we'd love to hear from you.