First-Line IT Support Lead - Service Desk

Vorboss Limited; Salisbury; On-site; GBP 28,000 - 45,000; Full time

Benefits offered by this job

Employee Share Plan

Company pension scheme

25 days annual leave

Life assurance

Income Protection

Cycle to work scheme

Mental health support (Spill)

Eye test

Travel loan

Job summary

Vorboss Limited is seeking a dedicated 1st Line Support Engineer to be based on site at the client’s Salisbury office. You will manage the service desk within Vorboss’s operational framework, handling escalations and proactive troubleshooting to maintain service quality.

You will lead the Salisbury team, ensuring seamless communication with client stakeholders and adherence to SLAs, while coordinating with provisioning teams and external vendors.

Qualifications

• 2+ years experience in-house or MSP environments.
• macOS-based advanced technical experience.
• Google Workspace advanced technical experience.
• Experience in customer relationship or service management.
• Deep understanding of Okta or other identity providers.
• Organised, methodical and flexible.
• Experience leading a team.
• Self-motivated with strong decision-making.
• Understanding of IT infrastructure principles.
• Strong verbal and written communication skills.
• High attention to detail and deadline focus.

Responsibilities

• Provide first-line support at client site, ensuring SLAs are met.
• Lead the Salisbury-based support team and coordinate with stakeholders.
• Log and track incidents in the ITSM system; drive root-cause analysis.
• Escalate where necessary and manage external support as needed.
• Participate in monthly service reviews and KPI reporting.
• Support FreshService integration and relationship with third-party vendors.

Skills

MSP experience

Leadership

macOS expertise

Google Workspace

Okta identity

IT infrastructure

Attention to detail

Customer service

Tools

FreshService

ITSM

Job description

Vorboss Limited is seeking a dedicated 1st Line Support Engineer to be based on site at the client’s Salisbury office. You will manage the service desk within Vorboss’s operational framework, handling escalations and proactive troubleshooting to maintain service quality.

You will lead the Salisbury team, ensuring seamless communication with client stakeholders and adherence to SLAs, while coordinating with provisioning teams and external vendors.