Reseller Jobs

Lead Service Desk Engineer – Professional Services Pre-Sales and Tech

The Opportunity

Our Client, one of the country’s leading “IT Channel only” providers of IT Professional Services is looking to recruit a “Lead Service Desk Engineer”.

As the Lead Service Desk Engineer you’ll lead a busy Service Desk in a pressurised environment. You’ll be hands on, and engage in resolution as well as maintaining oversight of the team’s workload. Including reviewing individual ticket progress, planning of cover and balancing tasks appropriately.

Reporting into the Managing Director, you’ll be the escalation point for the team. The team leader will be expected to interact with customers and other members of the organisation to facilitate a timely resolution to any issues that may arise.

You will have hands on experience within a Service Desk environment ensuring the service desk delivers best in class customer service, meets and exceeds service level agreements whilst effectively managing incidents and service requests.

Although not essential, it would be beneficial if you had proven experience within a Team Leader role from a Professional Services organisation or IT Reseller. This leadership role will provide advice, and guidance to other members of the team in addition to managing schedules, reports and ongoing business/process improvements.

Your Key Responsibilities

  • Respond to and resolve incidents logged with the Service Desk from both internal and external customers
  • Take the lead on managing and prioritizing calls
  • Produce reports from the Service Desk Software (calls logged per customer, performance against SLA)
  • Working with the Service Desk provider, tune and develop the use of the helpdesk software to better fit the business needs
  • Help the company to develop the support service to enable growth through a sustained high level of customer service
  • Ensure calls are owned from “start to finish” and provide input for reducing the number of calls through good knowledge management
  • Assist in the development of the support desk function
  • In conjunction with team, take the lead on monitoring and managing calls


Minimum Requirements

  • Good knowledge of Microsoft technologies such as Active Directory, Office 365 and Exchange
  • Some knowledge of VMware, Hyper V, Citrix XenApp / XenDesktop, backup software, AV software would be beneficial
  • Excellent communication and customer service skills
  • A confident and enthusiastic nature
  • Familiarization with Service Desk software ideally Net Helpdesk and other Service Desk tools
  • Ambition to become a Service Desk Manager


Your experience should include

  • At least 3 years’ experience working on a Service Desk
  • Understanding of ITIL
  • Ability to work to strict deadlines
  • Ability to work as part of a team


Development & Rewards

We’ll ensure you have the tools to prove your abilities and be the best you can be. We offer excellent training and we like to promote from within.

Job Overview

  • Location: Surrey
  • Job Title: Lead Service Desk Engineer – Professional Services
  • Salary: £30 - £35k + bonus + bens