Senior IT Customer Support Analyst

KBR; Leatherhead; On-site; GBP 48,000 - 88,000; Full time

Job summary

KBR in Leatherhead, United Kingdom seeks a Senior Desktop Support Team Lead to provide advanced technical leadership across enterprise desktop services. You will manage complex desktop, endpoint, and printing issues, deploy devices, and support Microsoft 365 and VDI in a fast-paced environment.

You will mentor junior technicians, coordinate cross-functional incidents, and contribute to service delivery dashboards while engaging stakeholders and ensuring high customer satisfaction.

Qualifications

• Bachelor's degree in IT/CS/Engineering or equivalent.
• 5+ years enterprise desktop support experience.
• Tier 2/3 desktop support in Microsoft environments.
• Experience leading/mentoring technical teams.
• Advanced knowledge of desktop support operations and service management.
• Strong leadership and team coordination.
• Advanced troubleshooting across Windows, M365, endpoints and hardware.
• Experience supporting Mac devices (macOS).
• Experience with network printing environments and print servers.
• Excellent written and verbal communication; reporting skills.
• Ability to manage multiple priorities in a fast-paced setting.
• Preferred certifications: ITIL, CompTIA, Microsoft CDS, or Modern Desktop.
• Cisco CCNA, Linux, SAP experience; Linux administration preferred.
• Project leadership or supervisory experience.
• Eligibility to work in the United Kingdom; willingness to travel within the UK; on-call rotation may be required.

Responsibilities

• Serve as senior escalation resource for complex desktop/endpoint issues.
• Provide support to internal/external customers within SLAs.
• Stage, configure, deploy, and support laptops, desktops, printers, and mobile devices.
• Perform advanced break/fix and root-cause analysis for endpoint hardware/software.
• Install and support Windows OS, Microsoft 365, Teams, and enterprise tech.
• Troubleshoot authentication technologies (MFA, smart cards, SSO).
• Diagnose and resolve printing issues and printer connectivity.
• Support workstation refresh programs and data migrations.
• Provide VDI/remote-access support; audiovisual for meetings.
• Support IP telephony and collaboration platforms; work with network teams.
• Coordinate cross-functional incident resolution and vendor engagements.
• Maintain asset inventories, runbooks, and support procedures.
• Lead/support on-call rotations and executive/VIP support when required.

Skills

5+ years experience

Tier 2/3 support

Leadership

Desktop support operations

Service management

Enterprise IT environments

Troubleshooting Windows

Microsoft 365

Endpoint technologies

Hardware

Mac support

Printer networks

Communication skills

Reporting

Multitasking

Customer service

Stakeholder engagement

Problem-solving

UK work authorization

Travel

On-call support

Leadership in project teams

Education

Bachelor's degree in IT/CS/Engineering or related field

Tools

Cisco CCNA

Linux

SAP

MacBook

Microsoft 365

Print servers

Job description

Salary: £48,000 - 88,000 per year

Requirements

• We require a bachelors degree in Information Technology, Computer Science, Information Systems, Engineering, or a related field, or an equivalent combination of education and experience.
• We require 5+ years of enterprise desktop support experience.
• We require experience providing Tier 2 or Tier 3 desktop support within a Microsoft-based environment.
• We require experience leading, mentoring, or directing the work of other technical support professionals.
• We require advanced knowledge of desktop support operations, service management processes, and enterprise IT environments.
• We require strong leadership and team coordination skills.
• We require advanced troubleshooting skills across Windows operating systems, Microsoft 365, endpoint technologies, and hardware platforms.
• We require experience troubleshooting and supporting Apple MacBook devices and macOS operating systems.
• We require experience troubleshooting enterprise network printing environments, including network-connected printers, print servers, print management solutions, and printer connectivity issues.
• We require strong verbal, written, and presentation skills.
• We require experience developing reports and presenting operational metrics to management.
• We require the ability to manage multiple priorities in a fast-paced environment.
• We require excellent customer service, stakeholder engagement, and problem-solving capabilities.
• We prefer one or more of the following certifications: ITIL Foundation Certification, CompTIA A+ or Network+ certifications, Microsoft Endpoint Administrator, or Modern Desktop Administrator certification.
• We prefer Cisco networking experience or CCST/CCNA certification.
• We prefer Linux administration experience.
• We prefer experience with SAP or asset management systems.
• We prefer project leadership or supervisory experience.
• We require the legal right to work in the United Kingdom.
• We require eligibility to obtain and maintain BPSS, SC, or higher levels of security clearance where required.
• We may require some travel throughout the UK and to customer locations.
• We may require participation in on-call support rotations.

Responsibilities

• We serve as a senior escalation resource for complex desktop, endpoint, and user support issues.
• We provide customer support to internal and external customers within established service levels.
• We stage, configure, deploy, and support laptops, desktops, workstations, peripherals, printers, and mobile devices.
• We perform advanced break/fix troubleshooting and root-cause analysis for endpoint hardware and software issues.
• We install, configure, and support Microsoft Windows operating systems, Microsoft 365 applications, Microsoft Teams, and associated enterprise technologies.
• We troubleshoot authentication technologies, including multifactor authentication (MFA), smart cards, digital certificates, single sign-on (SSO), and identity-related services.
• We diagnose and resolve local and network printing issues, including enterprise network printers, print servers, print queues, driver-related issues, and secure printing solutions.
• We support workstation refresh programs and end-user data migrations.
• We provide support for virtual desktop infrastructure (VDI) and remote-access technologies.
• We deliver audiovisual support for conference rooms, executive meetings, and critical videoconferencing events.
• We support IP telephony and collaboration technologies, including Microsoft Teams and similar enterprise communication platforms.
• We perform advanced network troubleshooting and work closely with network engineering teams to resolve connectivity issues.
• We collaborate with vendors and third-party providers to resolve technical issues requiring external escalation.
• We support office openings, closures, relocations, and project site deployments.
• We maintain accurate asset inventories and equipment lifecycle records.
• We provide technical leadership and strategic input related to Tier 2 desktop support operations.
• We lead or coordinate the daily activities of support personnel, including geographically dispersed team members.
• We mentor, train, and support junior technicians and service desk personnel.
• We identify recurring issues, process inefficiencies, and operational risks and implement corrective actions.
• We coordinate resolution activities for cross-functional incidents involving networking, cybersecurity, infrastructure, voice, and enterprise application teams.
• We develop and improve support processes, procedures, and operational standards.
• We prepare and present service delivery reports, ticket metrics, SLO performance reviews, and operational dashboards.
• We maintain technical documentation, knowledge articles, support procedures, and runbooks.
• We participate in on-call support rotations and executive/VIP support activities as required.

Technologies

• Cisco
• Hardware
• Support
• ITIL
• Linux
• macOS
• MacBook
• Microsoft 365
• Mobile
• Network
• SAP
• Security
• Windows
• Office 365

More

We are KBR, and we are seeking a Senior Desktop Support Team Lead to provide advanced technical support and technical leadership across enterprise desktop services throughout the United Kingdom and supported regional locations. This is a permanent full-time position based in Leatherhead, Surrey, United Kingdom. Our Mission Technology Solutions business is spinning into a separate public company, and this role will ultimately be part of that new company. We partner with governments and defense, intelligence, space, aviation, and critical infrastructure customers to deliver high-end engineering, science, technology, and mission support solutions.