Senior ICT Service Desk Lead - 2nd Line Escalations

Sureserve; Essex; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading compliance and energy services provider in the United Kingdom is seeking an ICT Service Desk Senior (Team Lead). This role involves managing ICT support, leading a team, and ensuring high-quality technical assistance is provided across the organization. Candidates should have a strong technical background, leadership skills, and a minimum of 5 years in ICT support, including supervisory experience. The position offers an opportunity to enhance service delivery and improve processes in a dynamic environment.

Qualifications

• Minimum 5–7 years of experience in ICT support.
• At least 2 years in a supervisory or team lead role.
• Demonstrable experience managing complex incidents and service escalations.

Responsibilities

• Lead, coach, and mentor a team of ICT support engineers.
• Manage daily operations of the ICT support team.
• Act as the escalation point for complex technical issues.
• Provide advanced technical support for hardware, software, network, and server issues.

Skills

Knowledge of ITIL Processes

Strong knowledge of Microsoft 365

Active Directory

Windows Server

Networking (LAN/WAN/Wi-Fi)

Virtualisation technologies

Leadership and team management

Education

ITIL Foundation

CompTIA A+ (or equivalent)

Tools

ICT service management systems

Job description

A leading compliance and energy services provider in the United Kingdom is seeking an ICT Service Desk Senior (Team Lead). This role involves managing ICT support, leading a team, and ensuring high-quality technical assistance is provided across the organization. Candidates should have a strong technical background, leadership skills, and a minimum of 5 years in ICT support, including supervisory experience. The position offers an opportunity to enhance service delivery and improve processes in a dynamic environment.