Senior Service Desk Engineer — VIP Incident Lead & Mentor

Zenzero; Stratford-upon-Avon; Sur place; GBP 42 000 - 56 000; Plein temps

Avantages offerts par ce poste

Private health insurance

Generous holiday allowance

Birthday leave

Enhanced pension contributions

Résumé du poste

Zenzero in the UK is seeking a Senior Service Desk Engineer to own complex, VIP incidents and help elevate the wider Service Desk team. You’ll mentor peers, drive high-quality support, and ensure SLA/KPI targets are met with clear customer communication.

Join a fast-growing MSP with strong Microsoft expertise, security focus, and a collaborative culture across multiple offices. On-site role with opportunities to lead initiatives and improve service delivery.

Qualifications

• 3+ years’ experience in a Managed Services environment.
• Strong knowledge of Microsoft 365, Azure, Active Directory, Intune, Windows 11 and MacOS.
• Solid understanding of security fundamentals (malware, phishing, anti-virus, IP spoofing).
• Experience with ITSM tools (ConnectWise, ServiceNow, Autotask).
• Working knowledge of ITIL frameworks (incidents, requests, change).

Responsabilités

• Own and resolve complex, time-sensitive and VIP support tickets.
• Act as an escalation point for Service Desk Engineers.
• Coach and mentor team members to improve capability and confidence.
• Ensure all tickets meet SLA/KPI targets and quality standards.
• Collaborate with customers, providing clear and professional communication.
• Maintain accurate documentation, notes, and time tracking.
• Support the Service Desk Team Leader when required.

Connaissances

Managed Services

Troubleshooting

Mentoring

Team leadership

Project delivery

Outils

ConnectWise

ServiceNow

Autotask

Description du poste

Zenzero in the UK is seeking a Senior Service Desk Engineer to own complex, VIP incidents and help elevate the wider Service Desk team. You’ll mentor peers, drive high-quality support, and ensure SLA/KPI targets are met with clear customer communication.

Join a fast-growing MSP with strong Microsoft expertise, security focus, and a collaborative culture across multiple offices. On-site role with opportunities to lead initiatives and improve service delivery.