Service Desk Support Engineer
Take ownership of 24/7 service delivery within a mission‑critical defence environment. You will lead a dedicated technical team, shaping support processes and ensuring the stability of secure managed services that protect national interests.
The essentials
* Sole British National due to defence sector restrictions
* Some leadership or supervisory experience in an IT support capacity.
* Background in Managed Service Provider (MSP) or technical helpdesk environments.
* Proficiency in IT Service Management (ITSM) tools and ITIL processes.
What is in it for you
The employer provides a matched pension of up to 10% and a comprehensive rotational shift allowance to support your work‑life balance and long‑term security.
What you will be doing
* Overseeing the daily operations of a 24/7/365 service desk to ensure rapid incident resolution.
* Providing mentorship and technical guidance to a team of junior technicians.
* Acting as the primary escalation point for complex technical issues and high‑priority incidents.
* Monitoring system alerts and performing routine health checks on secure IT services.
* Developing knowledge base articles to improve team efficiency and service consistency.
* Ensuring all activities align with "Secure by Design" principles and security policies.
Your profile
* Experience leading technical teams through complex problem‑solving.
* Excellent communication skills with the ability to convey technical concepts to non‑technical users.
* Calm under pressure with the ability to manage competing priorities in a fast‑paced environment.
* Proactive approach to process improvement and service delivery enhancement.
* Strong hardware and software troubleshooting capability.
Flexibility and rewards
The employer supports you through:
* Participation in an Employee‑Owned Trust giving you a sense of ownership.
* Matched pension contributions up to 10%.
* Annual learning credits and structured professional development.
* Performance‑based bonus schemes and long‑service awards.
* Health and well‑being initiatives including cycle to work and gym discounts.
Where you will work
This role is based in Shrivenham and operates on a hybrid working pattern. You must be able to commit to a 24/7/365 rotational shift pattern including nights and weekends.
Due to the nature of work at our client’s site, these vacancies are only open to British Citizens.
This is a permanent role.
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