Support Technical Lead

GAP Group LTD; Glasgow; On-site; GBP 40,000 - 55,000; Full time

Job summary

A technology services provider in Glasgow is looking for a Support Technical Lead to manage the IT Service Desk, ensuring top-tier IT support and service. The successful candidate will oversee task assignments, staff development, and maintain communication in line with SLAs. Key technical skills include Microsoft technologies, strong leadership experience, and a commitment to continuous IT improvement. Competitive salary and comprehensive benefits are offered.

Benefits

Competitive salary and bonus scheme

Up to 25 days annual leave plus bank holidays

Option to buy up to 5 additional leave days

Contributory Pension Scheme

Life Assurance

Employee Welfare Fund

Cycle to Work Scheme

Health & Wellness programs

Qualifications

• Significant experience of leading and developing teams within an in-house IT environment.
• Demonstrable experience working with mentioned technologies.
• Strong customer resolution focus and business strategy awareness.
• Ability to identify business needs and translate these into technical requirements.
• Maintain up to date knowledge of IT developments and technologies.
• Effective communicator with strong stakeholder management skills.
• Excellent organizational skills and experience in IT projects.
• Good team-player with a flexible approach to working hours.
• Driving Licence preferred.

Responsibilities

• Manage the IT Service Desk ensuring high level of IT support.
• Assign and manage tasks to the service desk team through ticketing system.
• Play a key role in staff recruitment, development, appraisals, and reviews.
• Communicate effectively and maintain the high standard of service desk function.
• Interact with the business in line with agreed SLAs.

Skills

Microsoft technologies including Exchange

Network Infrastructure

Cisco UCM

Firewall technology

Support ticket system

Procurement asset management

VMware virtualization

Education

HNC / Degree equivalent in computer related subject

Job description

Overview

The Role:

Based in our Glasgow Head Office an excellent opportunity has arisen in our IT Department for a Support Technical Lead. The Support Technical Lead will manage the IT Service Desk ensuring the highest level of IT support and service is provided at all times to the business. You will be responsible for assigning and managing tasks to the service desk team through our ticketing system ensuring that high standards are maintained. You will play a key role in staff recruitment and development including appraisals, reviews and monitoring. A key aspect of this role is the ability to communicate effectively and ensure the profile of the service desk function is maintained to a high standard. The ability to interact with the business in line with agreed SLA's and providing reports and statistics to the business highlighting the performance of IT.

Technical Skills

• Microsoft technologies including Exchange, Network Infrastructure, Cisco UCM, Firewall technology
• Experience of supporting an ERP system would be beneficial
• VMware virtualization and storage experience beneficial
• Experience of a support ticket system for managing service requests
• Good procurement asset management skills to ensure security of IT Assets

Personal Qualities

• Educated to HNC / Degree equivalent in computer related subject preferred
• Significant experience of leading and developing teams within an in-house IT environment
• Demonstrable experience working with the aforementioned technologies

• Strong customer resolution focus and business strategy awareness
• Ability to identify business needs and translate these into technical requirements
• Maintain up to date knowledge of IT developments and technologies

• In-depth knowledge of IT best practice including current legislation
• Effective communicator with the ability strong stakeholder management skills
• Excellent organisational skills and experience working on IT projects preferable
• Good team-player with a flexible approach to working hours
• Driving Licence preferred

Benefits

• Competitive salary and bonus scheme
• Up to 25 days annual leave plus bank holidays

• The option to buy up to 5 days additional leave
• Contributory Pension Scheme
• Life Assurance
• Employee Welfare Fund (Company-funded social events)
• Cycle to Work Scheme
• Health & Wellness (Well-being Hub, Employee Assistance Helpline, Annual Flu Jab)

So what next?

If you think you fit the profile we would love to hear from you.

All you have to do is send us a copy of your CV highlighting your current package and salary expectations and we can take it from there.

Email us: (url removed)

GAP GROUP is an equal opportunities employer.