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Digital Waffle
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Posted:
23.05.2025
Expiry Date:
07.07.2025
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Job Description:
Job Title: 3rd Line Service Desk Engineer - Lead
The Opportunity
This role will see you overseeing the day-to-day operations of a busy service desk, leading a team to deliver high-quality technical support while driving service improvements. It's a hybrid position based in Leicester, offering a collaborative environment and the chance to make a real impact on service delivery standards.
* Be part of a forward-thinking, innovative organization leading the automotive retail industry.
* Work within a dynamic and collaborative IT team.
* Competitive salary and benefits
* Career development opportunities within a growing business.
Key Responsibilities
* Service Management: Ensure all incoming support requests (phone, email, chat, ticketing) are managed efficiently and within SLA targets.
* Technical Leadership: Act as a go-to expert for Microsoft environments (Azure, Active Directory, Intune, Microsoft 365) and provide support on Cisco networking.
* Incident & Escalation: Take ownership of critical incidents, lead resolution efforts, and maintain clear, effective communication.
* Team Leadership: Support and develop 1st and 2nd Line Support teams, offering mentoring, guidance, and training.
* Performance Oversight: Monitor ticket progress and service quality to ensure consistent, high-level support.
* Workload Coordination: Manage daily operations, allocate resources effectively, and plan rotas (including occasional weekend cover).
* Service Improvement: Identify areas for process enhancements, contribute to knowledge sharing, and help roll out new tech solutions.
* Documentation & Training: Contribute to internal documentation and team training initiatives; support wider IT projects as needed.
Key Requirements:
* Strong experience in technical IT support, particularly in Microsoft-focused environments.
* Solid knowledge of Cisco networking, including switches, firewalls, and VPNs.
* Previous experience leading or mentoring IT support teams.
* Proven ability to meet SLAs and maintain service desk performance.
* Confident communicator with experience managing incidents and engaging stakeholders.
* Adaptability in a fast-paced, evolving tech environment.
* ITIL knowledge is a plus, but not a requirement.
If you're a proactive leader who thrives in a service-driven environment and enjoys getting hands-on with technical challenges, this could be an excellent next step in your career.
Interested in learning more?
Get in touch to discuss further or apply today.
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