Senior IT Incident & Service Desk Lead

The HBP Group; Scunthorpe; On-site; GBP 42,000 - 64,000; Full time

Job summary

The HBP Group is seeking a Senior Service Desk Engineer (3rd Line) to own and resolve high-priority escalations and serve as the senior technical contact during major incidents. Will travel to customer sites when needed and lead investigations across Microsoft, networking, cloud and infrastructure technologies.

You will work with Project Delivery, Service Delivery and third-party vendors, translating complex tech into clear updates, and driving continual service improvement and better

Qualifications

• 3+ years in a senior technical support or infrastructure role.
• Experience supporting business-critical environments.
• Strong troubleshooting and diagnostic skills.
• Excellent communication and stakeholder management.
• Ability to prioritise multiple complex issues simultaneously.
• Full UK driving licence and willingness to travel to customer sites.

Responsibilities

• Own and resolve high-priority technical escalations from start to finish.
• Act as the senior technical contact during major customer incidents.
• Travel to customer sites when hands-on expertise is needed.
• Lead investigations across Microsoft, networking, cloud and infrastructure technologies.
• Work closely with Project Delivery, Service Delivery, Technical Services and third-party vendors.
• Communicate confidently with customers, translating technical complexity into clear, reassurring updates.
• Identify root causes—and drive continual service improvement.
• Help improve standards, documentation and processes across the business.

Skills

Senior support

Troubleshooting

Communication

Stakeholder mgmt

Prioritisation

Driving licence

Tools

Microsoft 365

Windows Server

Active Directory

Networking

VMware

Hyper-V

Storage

Backup & DR

Security

Job description

The HBP Group is seeking a Senior Service Desk Engineer (3rd Line) to own and resolve high-priority escalations and serve as the senior technical contact during major incidents. Will travel to customer sites when needed and lead investigations across Microsoft, networking, cloud and infrastructure technologies.

You will work with Project Delivery, Service Delivery and third-party vendors, translating complex tech into clear updates, and driving continual service improvement and better