Second Line Service Desk Operative

Sureserve Group Careers; Basildon; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading compliance and energy services provider in the UK is seeking an ICT Service Desk Senior (Team Lead) to oversee technical support operations. You will lead a team of ICT technicians, manage service delivery, and focus on continual improvement. Ideal candidates will possess strong skills in infrastructure, networking, and customer service. Join a team dedicated to enhancing service quality across housing associations and local authorities.

Qualifications

• Strong technical skills in ICT environments.
• Experience with workload management and prioritisation.
• Proven leadership or mentoring experience.

Responsibilities

• Lead, coach, and mentor a team of ICT support engineers and technicians.
• Manage daily operations of the ICT support team.
• Ensure ICT operations run smoothly, efficiently, and securely.

Skills

Infrastructure management

Networking

End-user support

Customer service

Job description

Sureserve is a trusted partner for housing associations, local authorities, and residents, delivering high-quality compliance and energy services. Our focus on energy efficiency, safe and compliant homes, and enhanced quality of life makes us a leader in the industry. With nationwide reach, regional expertise, and a commitment to excellent service, we are well-positioned to support our clients now and in the future.

Role Overview

The ICT Service Desk Senior (Team Lead) is responsible for ICT Technicians (2nd line), leading escalations for the Sureserve Service Delivery Team and managing projects the team is involved with. The role requires high quality technical support, systems maintenance, and service delivery across the organisation, as well as continual service improvement.

This role combines hands‑on technical expertise with leadership and mentoring responsibilities of ICT Technicians (2nd line) to ensure ICT operations run smoothly, efficiently, and securely.

The ideal candidate will have strong technical skills across infrastructure, networking, and end‑user support, coupled with the ability to manage workloads, prioritise incidents, and deliver outstanding customer service.

Key Responsibilities

• Lead, coach, and mentor a team of ICT support engineers and technicians.

Manage daily operations of the ICT support team, including workload allocation, perfo...