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
1. Sole British National due to defence sector restrictions
2. Some leadership or supervisory experience in an IT support capacity.
3. Background in Managed Service Provider (MSP) or technical helpdesk environments.
4. 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
5. Overseeing the daily operations of a 24/7/365 service desk to ensure rapid incident resolution.
6. Providing mentorship and technical guidance to a team of junior technicians.
7. Acting as the primary escalation point for complex technical issues and high-priority incidents.
8. Monitoring system alerts and performing routine health checks on secure IT services.
9. Developing knowledge base articles to improve team efficiency and service consistency.
10. Ensuring all activities align with "Secure by Design" principles and security policies.
Your profile
11. Experience leading technical teams through complex problem-solving.
12. Excellent communication skills with the ability to convey technical concepts to non-technical users.
13. Calm under pressure with the ability to manage competing priorities in a fast-paced environment.
14. Proactive approach to process improvement and service delivery enhancement.
15. Strong hardware and software troubleshooting capability.
Flexibility and rewards The employer supports you through:
16. Participation in an Employee-Owned Trust giving you a sense of ownership.
17. Matched pension contributions up to 10%.
18. Annual learning credits and structured professional development.
19. Performance-based bonus schemes and long-service awards.
20. 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.
Electus Recruitment Solutions provides specialist engineering and technical recruitment solutions to high-technology industries. Thank you for your interest. If you do not hear from us within seven working days, please presume your application has been unsuccessful on this occasion. You may resubmit your CV or details in the future, and we shall assess your suitability then.