Service Desk Senior Technician

Evergreen Services Group; Preston; Hybrid; GBP 35,000 - 41,000; Full time

Job summary

A leading technology service provider is seeking a Service Desk Senior Technician to enhance IT support operations. This role involves technical leadership, mentoring junior engineers, and ensuring customer satisfaction while managing incidents and improving processes. The ideal candidate will have strong troubleshooting skills and experience in an MSP environment, along with a proactive attitude and flexibility in working hours.

Qualifications

• Experience in 2nd line IT support, ideally within an MSP environment.
• Understanding of ITIL best practices.

Responsibilities

• Ensure consistent delivery of high-quality IT support.
• Manage major incidents and improve service desk efficiency.

Skills

Troubleshooting

Customer Service

Leadership

Process Improvement

Tools

RMM tools

ConnectWise

PassPortal

Job description

Service Desk Senior Technician– Lyra Technology Group

Lyra Technology Group is seeking a Service Desk Senior Analyst to join their team at CMS Group. The Service Desk Senior plays a critical leadership and operational role within the Service Desk, ensuring consistent delivery of high-quality IT support. Acting as both a technical escalation points and a team mentor, the Senior is responsible for improving service desk efficiency, managing major incidents, supporting customer satisfaction, and contributing to strategic initiatives.

This role combines deep technical knowledge with leadership, customer service excellence, and process improvement responsibilities.

About Lyra…

Lyra Technology Group is a private equity-backed holding company that invests and operates industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.

About CMS Group…

CMS Group is a well-established, fast-paced Managed Service Provider (MSP) delivering high-quality IT support to a diverse client base across multiple industries worldwide. Our dynamic environment values proactive support, technical expertise, and an unwavering commitment to excellent customer service.

Your work as a Service Desk Senior Technician will include the following duties:

Proven experience in 2nd line IT support, ideally within an MSP environment

Strong troubleshooting skills across hardware, software, networking, and cloud technologies (e.g. Microsoft 365, SharePoint, VPN, MFA)

Excellent communication and customer service skills, with the ability to handle escalations and incidents confidently

Leadership qualities with experience mentoring and supporting junior engineers

Strong understanding of service management, SLAs, and incident response

Familiarity with tools such as RMM platforms, ConnectWise, PassPortal, and IT documentation systems

High attention to detail in documentation and process adherence

Flexibility to work shifts and weekends as part of a rotational schedule

Our ideal Service Desk Senior Technician has the following qualifications:

Experience with RMM tools, ConnectWise, PassPortal, or equivalent platforms

Understanding of ITIL best practices

Familiarity with Microsoft 365, SharePoint, OneDrive, MFA, VPN, and AV technologies

Project or service delivery experience in an MSP environment

A proactive attitude and willingness to take ownership are essential

Flexibility with working hours, including occasional weekends, is required

Strong collaboration with the Service Desk Manager and cross-functional teams is key to success

The targeted base compensation for this role is 35,000 Pounds, plus an increase in salary on the weekend every month. This role will operate on a hybrid basis (3 days in office, 2 remote) at their office in Ribchester, UK (Manor Court, Unit 6, Ribchester PR3 3XR, United Kingdom).

If you match the qualifications, we would love to review your application!