Senior IT Service Desk Lead – Hybrid

Civic Recruitment Limited; Chichester; Hybrid; GBP 42,000 - 54,000; Full time

Job summary

Civic Recruitment Limited in Chichester is seeking a Senior Systems Support Analyst / Team Leader for a 7-month contract with a local authority. You will act as the highest technical escalation point within the Service Desk, leading investigations and ensuring rapid service restoration.

You will mentor junior staff, support major incidents, and collaborate with infrastructure, EUC engineers, and suppliers to deliver reliable IT support and continual service improvement.

Qualifications

• Significant IT Service Desk experience.
• Advanced knowledge of Microsoft 365, Windows OS and Active Directory.
• Proven leadership in technical investigations.
• Experience with major incident response and problem management.
• Strong communication with technical and non-technical stakeholders.

Responsibilities

• Act as senior escalation point for complex IT incidents.
• Lead investigations and coordinate service restoration.
• Mentor Level 1/2 Service Desk staff.
• Support major incidents and problem management.
• Maintain knowledge resources to improve first-time resolution.
• Collaborate with infrastructure, EUC, and suppliers.
• Maintain accurate ITSM records.
• Maintain high customer service amidst competing priorities.
• Keep up-to-date with emerging technologies.

Skills

IT Service Desk experience

Technical leadership

Incident management

Root cause analysis

Microsoft 365

Windows OS

Active Directory

Stakeholder communication

Tools

Halo

ServiceNow

Ivanti

Job description

Civic Recruitment Limited in Chichester is seeking a Senior Systems Support Analyst / Team Leader for a 7-month contract with a local authority. You will act as the highest technical escalation point within the Service Desk, leading investigations and ensuring rapid service restoration.

You will mentor junior staff, support major incidents, and collaborate with infrastructure, EUC engineers, and suppliers to deliver reliable IT support and continual service improvement.