Implementation Lead

**Title**:Implementation Lead

**Contract**: Full-time, Permanent

**Location**: Hybrid - office in Glasgow city centre, option to occasionally work from home, travel to client sites as required

**Salary**:Competitive

**Who are Incovo?**

We have an exciting opportunity for an individual who is experienced in providing high-quality IT support to join Incovo We work with organisations across the UK to consult, implement, project manage and support IT, telecommunications, and managed print services solutions. From increasing productivity and efficiency, to reducing environmental impact, our growing team remains committed to delivering an exceptional service that drives businesses forward.

**The Role**

The Implementation Lead plays the integral role of leading the planning and implementation of new client projects, enabling the growth of the incovo and its client base. This role also provides operational IT support for clients and acts as point of escalation for client queries from other Technicians. If you thrive in a fast-paced environment, enjoy being client facing and working on exciting projects, then we want to hear from you

This role will work alongside the existing Implementation Lead and report to the IT Support Coordinator.

**Job Duties and Responsibilities**

Key areas of responsibility and accountability comprise:

- Project_
- Lead the planning and implementation of client project work.
- Carry out the operational execution of projects.
- Manage and guide team members on the technical components of projects.
- Coordinate activities of the Technicians involved in the projects, identifying necessary resources and developing schedules to meet completion deadlines.
- Identify scope and impact of project risks and issues, raising these and creating solutions.
- Operational_
- Operationally engaged and actively work on client requests via helpdesk or telephone, taking ownership of issues and managing them through to resolution.
- Update the ticketing system, ensuring enquiries have been logged and all notes, progress and required actions have been inputted promptly and accurately.
- Perform software builds/re-builds on PCs and laptops.
- Troubleshoot system and network problems.
- Set-up VPNs and resolve shared drive connections.
- Ensure write-up and documentation of new IT issues from clients or new processes.
- Management_
- Support other technicians with operational matters and act as point of escalation for client queries which cannot be resolved by 1st or 2nd line support.
- Provide training, helping technicians work through difficult technical problems, develop their skills and offer experienced assistance.
- Other duties will include:_
- Deputise for the Support Coordinator when required.
- Any other activities as may reasonably be required the line manager from time to time.

**Required qualifications and experience**
- Essential requirements:_
- Previous experience of planning and implementing multiple IT projects in parallel.
- Comfortable managing an IT stack and supporting other technicians in a team.
- Previous experience in an IT customer facing role and dealing with escalated customer queries.
- Technical knowledge of a wide range of computing systems, hardware and software including knowledge of Microsoft Windows and macOS.
- Good working knowledge and practical experience of Microsoft Windows Server and Azure technologies.
- Experience of maintaining and troubleshooting networks such as CCNA, DNA or equivalent.
- Confident user of Microsoft 365 and windows servers.
- Desirable requirements:_
- Experience with Syncro or equivalent (ticketing service).
- Experience with Linux operating system or similar.
- Networking qualification.
- Educated to college or University degree level in computer related discipline or equivalent.
- Full, clean driving licence.

**Personal Skills & Abilities**
- Passion for technology - excellent IT skills and able to find way around new tools quickly and comfortably.
- Comfortable working under pressure and to strict timelines.
- A clear and professional communicator, both written and verbally.
- Ability to translate IT jargon into a way that clients can easily understand.
- Strong customer service skills and able to manage expectations of clients.
- Solutions oriented, able to use initiative and intuitive problem-solving abilities.
- Able to work independently and as part of a team.
- Highly organised, diligent and with strong attention to detail.
- Reliable with strong timekeeping skills.
- Eager to learn new skills and invest in personal development.

**Travel Required**

Occasional travel to client sites as required.

**Next Steps**

All applicants must already hold the legal right to work in the UK.

To apply, please send a cover letter, current CV, salary requirements and availability. Applications will be reviewed on a rolling basis.

Schedule:

- Monday to Friday

Work Location: Hybrid remote in Glasgow, G1 3PU