Lead Technical Support Engineer

2 weeks ago

Stevenage, United Kingdom Concept Resourcing Full time

I have a requirement for a Technical Support Engineer who is well-experienced with leading a BAU technical support team.

**Location**: Stevenage

**Duration**: 3 Months+

**IR35**: Inside

**Security Clearance**: SC

**The Role**:

- To lead and manage the day-to-day activities of the BAU technical support team focused solely on supporting the end user estate in a complex, multi-networked, Wintel environment.
- Provide day to day direction of the team in terms of Incident and Request ITSM (Ivanti LANDesk) ticket management, ensuring regular and timely updates in line with strict SLAs
- Pro-actively support technical escalations.
- Directly interact with clients, technical teams and 3rd parties in order to co-ordinate rapid and effective response to incidents, requests and small project activities.
- Maintain a high degree of customer service for all support queries, adhering to all service management principles**.**

**Skills, Knowledge & Experience**:

- At least 3 years commercial experience directly managing a technical team
- Able to produce detailed reporting both ad-hoc and regularly
- Ability to build strong relationships with customers and stakeholders
- Excellent technical knowledge across multiple domains, including:

- Microsoft Active Directory & GPOs
- Microsoft SCCM
- Microsoft OS, testing and imaging
- ITSM tools (LANDesk ideally)
- Ivanti Suite (desirable)
- PowerShell (desirable)
- Linux/Unix (desirable)
- Commitment to exceed customer's expectations.
- ITIL knowledge/accreditation especially operational Incident/Problem and Change

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