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.Role: IT Helpdesk Team Lead Location: Manchester - Hybrid working with 3 days a week in the officeSalary: up to £45k base plus great benefitsBenefits: 25 days'' holiday plus bank holidays, your birthday off every year, a healthcare cash plan, pension matched up to 5%, life assurance, cycle to work scheme, and long service awards.You''ll bring strong experience from IT service desk environments, with the ..... full job details .....