Service Desk Lead Engineer

6 days ago

Leeds, United Kingdom StepChange Full time

We have an exciting opportunity for a Service Desk Lead Engineer to join us. Within this role you will deputise for the Service Desk Manager in their absence, act as the technical lead for the Service Desk by providing support, coaching, and mentoring forthe team with the aim to continuously improve the technical capability across the overall Service Desk team. Bringing your technical knowledge and excellent customer service skills to work each day you will be responsible for providing 2nd line IT supportservices across the charity.
You will work closely with the Service Desk Manager (SDM) to prioritise and resolve incidents and service requests - ensuring all Service Desk SLA's are achieved.
**What you will be doing**:

- Work with the SDM to manage the day-to-day team workload, ensuring effective utilisation of available skills and knowledge
- Ensure that technical procedures are well defined, documented, understood, and followed. e.g. daily checks, standard requests, communication plans
- Work with SDM in quality assurance of communications, technical records, and issue resolutions
- Provide daily and weekly workloads and team performance stats to SDM highlighting areas for concern or reward
- Support rollout of major I.T. changes such as Telephony, Windows upgrades, PC upgrades, floor or site re-configurations

**What we want from you**:

- MCSA (Microsoft Certificate in Service Administration) or equivalent preferable Windows Server knowledge
- good understanding of Active Directory, including Group Policies
- technical knowledge and understanding of Windows desktop environment and specific technical skills in Windows Active Directory
- good understanding of Network technology and trouble-shooting toolsets
- good technical knowledge, with at least 2 years of experience in an IT Service Desk/Helpdesk role
- ITIL V3 - Foundation (desirable)

**What we offer you**:

- 24 days annual leave (this increases by one day per year up to a maximum of 29), plus bank holidays
- Hybrid work - the ability to work from home and from our new offices
- An individually tailored personal development plan and ongoing training
- The opportunity to buy and sell annual leave
- Use of a Charity laptop and headset for working from home
- Travel season ticket loans
- Discounted car parking
- Cycle-to-work scheme
- Group personal pension scheme
- Westfield Health cash plan
- Employee assistance programme
- Financial planning
- Long service awards
- Free tea and coffee in the office

**About us**:
At StepChange we provide the UK's largest most comprehensive debt advice service. Hundreds of thousands of people come to us for help every year. Some are at crisis point and many don't see a way out. We help them to find a way out of their debt problems. Wedon't judge people, we provide the support, guidance and solutions that are needed. Whatever the situation we'll look for practical solutions that make our clients' lives better.

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