Support Technical Lead

GAP Group; Glasgow; On-site; GBP 100,000 - 125,000; Full time

Job summary

A leading IT service provider in Glasgow is seeking a Support Technical Lead to manage the IT Service Desk and ensure high-quality support is delivered. Responsibilities include team management, task assignment, and engaging with the business based on agreed SLAs. Candidates should possess strong technical skills in Microsoft technologies, experience leading teams, and excellent communication abilities.

Benefits

Competitive salary and bonus scheme

Up to 25 days annual leave plus bank holidays

Option to buy up to 5 days additional leave

Contributory Pension Scheme

Life Assurance

Employee Welfare Fund

Cycle to Work Scheme

Health & Wellness benefits

Qualifications

• Significant experience of leading and developing teams within an in-house IT environment.
• Demonstrable experience working with Microsoft technologies, VMware, and network infrastructure.
• Strong focus on customer resolution and business strategy awareness.

Responsibilities

• Manage the IT Service Desk ensuring top-tier support is provided.
• Assign and manage tasks to the service desk team through the ticketing system.
• Play a key role in staff recruitment and development.

Skills

Microsoft technologies including Exchange

Network Infrastructure

Cisco UCM

Firewall technology

Supporting an ERP system

VMware virtualization

Support ticket system experience

Procurement asset management

Education

Educated to HNC / Degree equivalent in computer related subject

Job description

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: [e-mail]

GAP GROUP is an equal opportunities employer.