Our award-winning client has appointed us exclusively to identify an experienced IT Support professional. They are interested in candidates who have current/recent experience in IT Service Desk Management and 2nd/3rd Line Technical Support positions. Responsibilities: * 3rd Line Service Desk Management with the responsibility for the progression and resolution of all cases received in accordance with company SLA’s and KPI’s * Hands-on 3rd Line Technical Support - must be able to understand complex problems, resolve them, and perform root cause analysis * Escalation point for the 2nd line Service Desk team * Follow the process for critical or high-priority issues * Technical account management * IT Project Management * Stakeholder Management * Mentor 1st and 2nd line Engineers * Produce and maintain up-to-date documentation Technical Skills Required: * Windows Desktop and Windows Server administration and troubleshooting to an expert level * Application and OS deployment * Active Directory, Group Policies, Terminal Services and DHCP, AD Domain services, MFA Server and SSO * Backup configuration * Microsoft 365 administration including SharePoint and Teams online * PowerShell (Microsoft 365 services and Azure AD) * Networking and troubleshooting Please apply for the full job specification and information regarding this vacancy