Service Desk Lead: 1st Line IT Engineer

Vorboss; Salisbury; On-site; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Employee Share Plan

Company pension scheme.

Bonus scheme.

25 days of annual leave allowance

Private Healthcare.

Life assurance.

Income Protection.

Cycle to work scheme.

Half price gym memberships

Free eye test.

Travel loan.

Hastee app

Job summary

Vorboss is seeking a dedicated 1st Line Support Engineer to join our Salisbury client site, delivering proactive service desk support within our operational framework.

You will lead the Salisbury team, manage incident queues, coordinate with SDM and stakeholders, and ensure SLAs are met while expanding compliance and KPI reporting. This role requires 2 years MSP experience, macOS and Google Workspace expertise, and strong communication and leadership skills, with a focus on quality service.

Qualifications

• 2 years’ experience working in-house or within an MSP.
• macOS-based advanced technical experience.
• Google Workspace advanced technical experience.
• Experience in customer relationship or service management or equivalent.
• Understanding of Okta or other identity management providers.
• Excellent time management skills.
• Organised, methodical and flexible.
• Experience leading a team.

Responsibilities

• Answer all incoming customer communications (emails/calls) in line with SLAs.
• Lead the Salisbury service desk team and maintain client satisfaction.
• Ensure all cases are logged and updated in the ITSM system.
• Coordinate with SDM and stakeholders to manage escalation points.
• Identify risks and drive solutions to reduce escalations and impact.
• Manage case queues and liaise with carriers and suppliers as needed.
• Organise weekly, monthly KPI and SLA reviews with the client.

Skills

macOS

Google Workspace

Okta

Time management

Leadership

Communication

IT infrastructure

Customer service

Job description

Vorboss is seeking a dedicated 1st Line Support Engineer to join our Salisbury client site, delivering proactive service desk support within our operational framework.

You will lead the Salisbury team, manage incident queues, coordinate with SDM and stakeholders, and ensure SLAs are met while expanding compliance and KPI reporting. This role requires 2 years MSP experience, macOS and Google Workspace expertise, and strong communication and leadership skills, with a focus on quality service.