Service Desk Technician Senior -CMS

Lyra Technology Group; Preston; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading technology service provider in the UK is seeking a Service Desk Senior Analyst to oversee IT support operations. This role combines technical expertise with leadership, focusing on enhancing service efficiency and customer satisfaction. Candidates should have experience in IT support, excellent communication skills, and familiarity with RMM tools. The position offers a hybrid work model and a salary starting at £35,000, with potential salary increases for weekend work.

Qualifications

• Proven experience in 2nd line IT support, ideally within an MSP environment.
• Strong troubleshooting skills across hardware, software, and cloud technologies.
• Excellent communication and customer service skills.

Responsibilities

• Ensure consistent delivery of high-quality IT support.
• Act as a technical escalation point and team mentor.
• Manage major incidents and contribute to strategic initiatives.

Skills

2nd line IT support

Troubleshooting skills

Excellent communication

Leadership qualities

High attention to detail

Tools

RMM tools

ConnectWise

Microsoft 365

Job description

Lyra Technology Group is a family of 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.

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 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.

Responsibilities:

• 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

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).