Requirements
Key Responsibilities
● Team Oversight: Assign and review daily engineering tasks, ensuring tickets are logged correctly, prioritised, and completed within SLA.
● Escalation Point: Act as a senior escalation point for complex 2nd line incidents and aged tickets, mentoring engineers in troubleshooting.
● Major Incident Management: Lead and coordinate all P1/P2 incidents, ensuring smooth handovers, root cause analysis, and timely updates across stakeholders.
● Customer Communication: Manage escalation channels (Teams, chat, calls) with a strict 30-minute response target.
● Preventative & Proactive Maintenance: Schedule and communicate system maintenance, downtime windows, and recommend improvements to reduce recurring
issues.
● Service Reviews: Conduct bi-weekly, monthly, or quarterly client service reviews, producing reports and identifying opportunities for service improvement.
● Documentation Knowledge Base: Maintain and update technical documentation, knowledge articles, and client records.
● Continuous Improvement: Identify trends across client environments, suggesting improvements and feeding back recommendations to management.
● Coaching & Development: Support the Service Desk Manager in recognising team strengths and weaknesses, providing feedback for 1-2-1 sessions.
● Project & Onboarding Support: Assist with customer projects, onboarding new clients, and ensuring handovers are smooth and effective.
Requirements
● Proven experience in a Service Desk Senior, Team Lead, or similar role.
● Strong 2nd line troubleshooting skills across infrastructure, applications, networking, and end-user devices.
● Experience with incident management (P1/P2) and escalations.
● Excellent communication and customer service skills, with the ability to handle escalations calmly and effectively.
● Ability to identify process improvements and mentor junior engineers.
● Comfortable with client-facing responsibilities such as service reviews and onboarding sessions.
What’s on Offer
● A key role in a growing IT services company with opportunities to influence service delivery.
● Exposure to a wide range of technologies and client environments.
● Structured career progression with leadership and technical development support.
Hours of Work: 40 hours per week, Monday to Friday, on a rota basis
Shift patterns between :
07:00–15:30 UK Hours
8:30–17:00 UK Hours
10:00–18:30 UK Hours
One weekend per month will be required
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