3rd Line Support Engineer

An exciting opportunity has arisen for an experienced IT Service Desk Team Leader to join a growing and forward-thinking organisation in a newly created role.

You’ll lead a small but capable service desk team supporting approximately 260 users, while acting as the senior escalation point for complex issues and driving service improvements.

The Role

This is a player-manager position, ideal for someone who enjoys staying close to technology while developing and mentoring others.

You will

Lead and support a team of 2 Service Desk Analysts

Act as the primary 3rd line escalation point for BAU incidents and service requests

Own day-to-day service desk operations and ensure strong SLA performance

Work closely with wider IT teams on escalations, projects, and improvements

Drive process improvements aligned to ITIL best practices

Technology Environment

You’ll be working across a modern Microsoft environment, including

Microsoft 365

Azure / Entra ID

Intune (endpoint management & MDM)

PowerShell (automation & scripting)

Jira / ITSM tooling

Key Responsibilities

Provide hands-on 3rd line support across cloud, endpoint, and identity services

Manage user access, devices, and security controls following best practice

Oversee device lifecycle, provisioning, and compliance

Mentor and develop team members, supporting their technical growth

Build strong relationships with internal stakeholders and external vendors

Ensure accurate documentation and consistent service processes

What We’re Looking For

Experience in a Service Desk Team Lead or Senior/3rd Line role

Strong technical skills across M365, Azure/Entra, and Intune

Scripting experience (PowerShell preferred)

Knowledge of ITIL processes and service management principles

Experience using tools such as Jira (or similar ITSM platforms)

A proactive, hands-on mindset with excellent communication skills