3rd Line/Team Leader - Service Desk Technician
About Us:
Our clients rely on us as trusted partners for a variety of services such as connectivity, applications, hardware, security, and disaster planning. We are a people first business, and this shines through in everything we do.
You MUST be from an MSP background and used to the daily workload
Overview:
We are seeking a an experienced and comfortable MSP professional to lead the service desk on a day to day basis. Our service desk is responsible for Incidents, Problems, Service & Change requests. We Manage, Monitor and Support all of our client services through the Service Desk, this is therefore a key role. You will need not only the technical skills to problem solve but also coach, lead and support the rest of the team with confidence.
We are an MSP in all the ways you will expect. There are no ceilings to this role or goals for personal development.
Responsibilities:
· Deliver Managed Services including IT support for a range of service offerings
· Perform server administration, Active Directory management, patching, and backup restoration.
· Lead network troubleshooting and advanced firewall configurations, VPN, and ADVPN.
· Handle VOIP deployments and advanced telephony configurations.
· Implement security best practices, monitor endpoint protection, and respond to incidents.
· Mentor and support junior team members, providing knowledge sharing and escalation guidance.
· Produce high-quality documentation, change control compliance, and technical guides.
Skills & Experience:
· 3+ years in Managed Service environment delivering IT support / 3rd line
· Strong Microsoft server, Azure, and endpoint management experience.
· Advanced networking: firewalls, site-to-site VPNs, network topologies, ADVPN.
· VOIP and telephony systems knowledge.
· Security: phishing response, incident escalation, vulnerability management, Cyber Essentials
· Excellent problem-solving and communication skills; proactive and client focused.
· Holding of industry recognised certification such as: Microsoft, Fortinet, Comp TIA is advantageous
Benefits:
· Free onsite parking
· Company pension and health insurance
· Company workwear
· Paid industry certifications
· Team events
· Career growth opportunities
Working Hours:
You will be predominantly based in our office in Ellesmere Port but may spend time visiting client sites across the UK, that includes overnight stays during the week.
· Rotational shift pattern (Week 1: 8–4, Week 2: 8-4, Week 3: 9-5, Week 4: 10–6 with OOH)
· Out-of-hours coverage 1 in 4 pattern, with supplementary pay
Salary: £30,000–£40,000 + OOH (£2,200 approx.)
Job Types: Full-time, Permanent
Pay: £30,000.00-£40,000.00 per year
Benefits:
- Casual dress
- Company pension
- Free parking
- On-site parking
- Private dental insurance
- Private medical insurance
Application question(s):
Experience:
- Managed Service: 3 years (required)
- Working for MSP: 2 years (required)
Language:
- English as your first language (required)
Licence/Certification:
- Clean Driving Licence (required)
Willingness to travel:
Work Location: In person
