Lead IT Service Engineer

Role context

Works within the IT End User Experience team and reports to the IT End User Experience Team Manager - EMEA. The role acts as the principal on-site point of coordination for IT service delivery and works closely with regional and global IT colleagues, business stakeholders, suppliers and other technology teams.

This role offers the potential to broaden its remit beyond London and develop towards national working and responsibilities, including wider service coordination. Progression will depend on individual performance, capability and future business requirements.

Key responsibilities Coordinate daily IT service operations for the London site and lead by example through visible, hands-on support.

Ensure consistent on-site support coverage, coordinating team priorities and resources as required

Lead the triage and resolution of complex or high-impact end-user incidents and service requests, including regional or global escalations

Provide advanced support across end-user systems and equipment, including computers, mobile devices, telephony, video conferencing, printers, scanners, copiers, network connectivity and associated services

Support the installation, configuration and upgrade of new and existing hardware, software and systems

Monitor and maintain IT systems, applying advanced troubleshooting to restore service and prevent repeat incidents

Translate end-user requirements into clear, actionable technical or service-improvement outcomes

Perform or coordinate regular security checks in line with company policies and the relevant regulatory framework

Help protect the integrity of IT systems by maintaining appropriate access controls and following agreed security standards

Own the quality of local support documentation, validated records, knowledge articles and asset inventory information

Support disaster recovery testing, document outcomes and help resolve issues identified through testing

Deliver end-user training and provide coaching, guidance and mentoring to junior colleagues.

Promote adherence to Group IT policies, service standards, risk controls and agreed ways of working

Travel to and provide support or service coordination at other London sites when required

Provide occasional out-of-hours, shift or on-call support when required Qualifications and experience A relevant post-school qualification, apprenticeship or equivalent practical IT experience

At least three years’ experience supporting end-user IT services and Microsoft core technologies in a professional environment

Strong practical knowledge of Microsoft technologies, including Azure, Windows Server, Exchange, Active Directory, Microsoft 365, Office and Intune

Experience supporting Citrix, XenApp and common network services or protocols such as DNS, DHCP and LDAP

Working knowledge of email security, collaboration platforms, video conferencing, backup and replication, endpoint protection, virtualisation and networking

Strong technical capability across desktop hardware, peripherals, mobile devices and end-user configuration

Demonstrable experience of owning complex incidents, coordinating operational priorities or guiding other team members Competencies, skills and behaviours Fluent written and spoken English; additional languages are advantageous

A calm, structured approach to prioritisation, incident management and problem solving

Strong customer-service orientation with the confidence to communicate effectively at all levels

Ability to mentor colleagues and deliver effective one-to-one or group training

Collaborative working style with a strong commitment to risk management, security and service quality

Reliable, flexible, organised and comfortable taking ownership in a fast-moving environment Important information Applicants must be resident in the UK and already have the right to work in the UK

Visa sponsorship is not available for this role

This is a fully on-site role; hybrid and fully remote working are not available

Occasional travel to other London sites may be required

25 days’ annual leave

Professional business attire is expected Monday to Thursday, with business-casual dress on Fridays

Salary: Competitive - dependent on experience *Rates depend on experience and client requirements