Senior Technical Support Officer

Lorien; North Warwickshire; On-site; GBP 32,000 - 42,000; Full time

Job summary

Lorien is seeking a Senior Support Officer – Service Desk in the United Kingdom. The role focuses on providing 1st and 2nd line technical support, supervising the Service Desk, and supporting Microsoft and IT infrastructure within a hybrid environment.

The candidate will manage a small team, administer Active Directory, support Microsoft 365, Entra ID, Teams and SharePoint, and ensure cyber security and GDPR compliance across IT operations.

Qualifications

• Experience in a Service Desk or IT support environment.
• Advanced knowledge of Windows and Active Directory.
• Experience supporting a hybrid Microsoft environment.
• Experience resolving complex technical problems.
• Excellent communication and user-support skills.
• Experience supervising a small team.
• Strong understanding of cyber security and ICT/information legislation.
• Ability to work independently, use initiative and meet tight deadlines.

Responsibilities

• Provide day-to-day supervision to Service Desk staff.
• Manage and support PCs, laptops, mobile devices and software.
• Administer Active Directory and manage user accounts, groups and permissions.
• Support Microsoft 365, Entra ID, Teams and SharePoint.
• Assist with IT infrastructure, networks, servers and external connectivity.
• Support cyber security, GDPR compliance and IT policies.
• Diagnose and resolve complex IT issues.
• Provide user training and technical guidance.
• Develop and maintain IT procedures and work instructions.
• Support IT projects with the Transformation team.
• Manage a small team, including appraisals and training.
• Liaise with suppliers, consultants and external auditors.

Skills

Service Desk experience

Windows OS

Active Directory

Microsoft 365

Cyber security

Team supervision

Problem solving

Communication skills

Tools

Entra ID

SharePoint

Teams

Microsoft 365 admin tools

Job description

Contract: 5 October 2026 – 30 April 2028

Location: CV9 1DE North Warwickshire

We are currently recruiting for a Senior Support Officer – Service Desk to join our client Technical Support team.

This is an excellent opportunity for an experienced IT support professional to provide 1st and 2nd line technical support, supervise the Service Desk function and support the wider Microsoft and IT infrastructure.

Key responsibilities

• Provide day-to-day support and supervision to Service Desk staff


• Manage and support PCs, laptops, mobile devices and software


• Administer Active Directory, including user accounts, groups, permissions and security


• Support Microsoft 365, Entra ID, Teams and SharePoint


• Assist with the Council’s IT infrastructure, networks, servers and external connectivity


• Support cyber security, GDPR compliance and IT policies/procedures


• Diagnose and resolve complex IT issues


• Provide user training and technical guidance


• Develop and maintain IT procedures and work instructions


• Support IT projects alongside the Transformation team


• Manage a small team, including appraisals, development and training


• Liaise with suppliers, consultants, external auditors and partner organisations

What we’re looking for

• Strong experience in a Service Desk or IT support environment


• Advanced knowledge of Windows and Active Directory


• Experience supporting a hybrid Microsoft environment


• Strong Microsoft 365 knowledge


• Experience resolving complex technical problems


• Excellent communication and user-support skills


• Experience supervising or managing a small team


• Strong understanding of cyber security and relevant ICT/information legislation


• Ability to work independently, use initiative and meet tight deadlines


• A professional, friendly and approachable manner

Local Government experience would be highly desirable.

The role may occasionally require evening or weekend working, with overtime or time off in lieu available.