Senior On-Site Tech Lead - IT Service & Escalations

OCU Group; Inverness; On-site; GBP 65,000 - 85,000; Full time

Job summary

OCU Group in Dingwall is seeking a Senior On-Site Engineer to own Digital Technology at the site, acting as the senior technical contact and leading the delivery of a high-quality IT service.

You will mentor on-site engineers, manage complex escalations, and ensure proactive improvements across end-user devices, identity, access, and connectivity. Collaborate with site leadership and wider Digital Technology teams to strengthen service delivery and support business growth.

Qualifications

• 7+ years' IT support experience in a multi-site or enterprise environment with senior/lead responsibilities.
• Proven ownership of a site/region/service area with accountability for performance and user experience.
• Strong knowledge of Microsoft 365, Windows, macOS, endpoints and enterprise apps.
• Experience with identity and access management including MFA, permissions, joiner/leaver processes.
• Track record of managing complex escalations and major incidents through resolution.
• Experience mentoring/coaching other IT engineers.
• Excellent communication with senior stakeholders and non-technical colleagues.
• Able to work autonomously, prioritise, and maintain hands-on technical support.
• Strong documentation, asset management and problem-solving skills.

Responsibilities

• Take ownership of Digital Technology across the site, acting as senior point of contact for issues and escalations.
• Lead the resolution of complex technical incidents to ensure permanent fixes.
• Provide advanced hands-on support across end-user devices and enterprise apps.
• Monitor site service performance, identify recurring issues and drive improvements.
• Lead local response to major incidents with clear updates to leadership.
• Mentor and coach on-site engineers to raise technical capability.
• Collaborate with Service Desk, Infrastructure, Workplace and Security teams to improve services.
• Oversee third-party suppliers and contractors to ensure standards are met.
• Maintain asset records, technical documentation and knowledge articles.
• Support site changes, equipment installations and technology improvements with minimal disruption.

Skills

IT support in enterprise environment

Site ownership leadership

Microsoft 365, Windows, macOS

Identity & access management

Incident leadership & major incidents

Mentoring on-site engineers

Communication with stakeholders

Documentation & asset management

Tools

Intune

JAMF

RMM platforms

PowerShell scripting

Job description

OCU Group in Dingwall is seeking a Senior On-Site Engineer to own Digital Technology at the site, acting as the senior technical contact and leading the delivery of a high-quality IT service.

You will mentor on-site engineers, manage complex escalations, and ensure proactive improvements across end-user devices, identity, access, and connectivity. Collaborate with site leadership and wider Digital Technology teams to strengthen service delivery and support business growth.