IT Service Desk Lead

Posting date:	07 January 2026
Salary:	£46,919 per year
Hours:	Full time
Closing date:	06 February 2026
Location:	Liverpool, Merseyside
Remote working:	Hybrid - work remotely up to 4 days per week
Company:	Alternative Futures Group
Job type:	Permanent
Job reference:	1560

Summary

• Microsoft Windows
• Microsoft 365 (inc. Exchange Online, Teams, OneDrive & SharePoint)
• Large Scale mobile management
• Microsoft InTune/Other Device Management tools
• Excellent understanding of ITIL best practices and IT service management tools.
• Ability to handle high-pressure situations and make decisions quickly.
• Excellent problem-solving skills and attention to detail.
• Strong communication skills, with the ability to liaise effectively with stakeholders at all levels.
• Customer-focused mindset with a commitment to delivering exceptional service.
• Experience in incident management and root cause analysis.
• Excellent understanding of data protection, GDPR, cybersecurity, and compliance requirements.
• Excellent documentation skills.
• Excellent organisation and time management skills.
• Ability to work as part of a team and independently.
• Excellent interpersonal and communication skills.
• Excellent report writing & presentation skills.
• Ability to work with senior stakeholders.
• Excellent time management skills.
• Awareness of project methodologies – Agile & Waterfall.

Values and Attitudes

• Takes personal responsibility and holds others to account.
• Is solution focused and has a “can do attitude”.
• Is able to inspire others with their passion and enthusiasm.
• Demonstrates honesty and integrity and demonstrates through their behaviors the organisational values.
• Embraces change, viewing it as an opportunity to learn and develop.
• Accurate and methodical in approach to work.

Experience

• Proven experience 5+ of managing a service desk operation in a busy/multisite environment.
• Excellent understanding of ITIL best practices and extensive experience with IT service management tools. E.g. FreshService.
• Experience managing teams of service desk staff. (minimum of 5 individuals)
• Excellent experience of KPI & SLA management.
• Extensive experience managing multiple third party suppliers, regularly reviewing their service and performance.
• Demonstrable ability to lead and to effectively communicate with staff at all levels including a proven ability to communicate with technical and non - technical staff across multiple disciplines.
• Experience supporting and administering Windows operating systems (Windows desktop, Exchange, Active Directory, etc.)

Qualifications & Training
• Formal Training and advanced understanding of ITIL principles and practice.
• Professional certifications in IT service management.
• ITIL V4 Foundation .
• Full Driving License

This role is home based and involves travel within the north west of England, we can only accept applications from residents of the north west.
With our extended flexible working options you can also choose to work a 9 day fortnight or a 4.5 day week, supporting our employees with their work life balance.
This role is Band II as per our structure.

We’re Alternative Futures Group, a health and social care charity providing specialist support for people with a learning disability or mental health condition.
We’re proud to have been positively changing lives and enabling people to achieve amazing outcomes for over 30 years.
We have a vision to create a world where amazing people do amazing things every day. Our skilled and experienced teams work with every person we support to create a personalised, outcome-focused plans to achieve their aspirations.
As a ‘values based’ employer, the people that work for us genuinely care about the people they support, and we are seeking likeminded people to join our team. If you are passionate about working in Health and Social Care and have a real desire to make a positive difference to the lives of the people we support then we would love to hear from you.
At AFG we also recognise the contribution and value that our staff make. We would not be able to provide the life changing support that we do without people like you!

Proud member of the Disability Confident employer scheme

About Disability Confident

A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.