3rd Line Service Desk Team Lead

GoFibre

IT Service Desk Team Leader Edinburgh Hybrid  from £50,000 upwards 31 days holiday, discounted gym membership, enhanced pension, private healthcare, employee wellbeing support and career coaching   THE TEAM As the Service Desk Team Leader, you’ll be managing a small team of Service Desk Analysts, daily operations and BAU activity, whilst serving as the senior escalation point for our most complex and advanced issues. We’re looking for you to be a technical expert who can administer and support our systems, whilst providing great team leadership. If this sounds like you, we want to hear from you!   WHAT YOU’LL BE WORKING ON   * Developing and supporting the Service Desk team through coaching and guidance * Taking the lead on complex incidents, acting as the 3rd line escalation expert * Keeping our Azure, M365, Intune, IAM and MDM environments running smoothly * Owning end-to-end office IT operations – from provisioning devices to keeping asset control tight * Championing security best practice across BAU, access, devices and policies * Managing supplier relationships, licensing and renewals, and contributing to budget planning * Keeping Jira, documentation and ITIL processes sharp, accurate and always evolving WHAT YOU WILL BRING TO THE ROLE * Experience building and growing service desk teams that deliver * Up-to-date knowledge of Azure, Microsoft 365 and device management (Intune/MDM) * Thrives on solving complex IT challenges * Thinks proactively about security, embedding least-privilege access and safe ways of working * Decisive and organised, with a big focus on prioritisation and continuous improvement WHO WE ARE At GoFibre we’re on an exciting journey to revolutionise broadband capabilities for homes and businesses in rural towns and villages across Scotland and the north of England, connecting communities and affording them digital capability equal to their city counterparts; whilst being as environmentally conscious as possible, and creating social value in the areas we serve. Our story is only just beginning. We’re growing fast and we don’t intend to slow down anytime soon as we play our part in ensuring future-proof full fibre coverage. We continue to raise investment for our infrastructure, service and people through our top-notch partnerships, and we’re confident and enthusiastic about what is coming next for the GoFibre family, as we strive to connect hundreds of thousands of homes and businesses. We have fantastic offices to allow colleagues to connect and catch up, one in central Edinburgh (with stunning 360 views of the city) and another in the coastal town of Berwick Upon Tweed; both a short walk from transport links. HOW WE WORK Collaboration, innovation, commitment, continual improvement of our business and ourselves, are the cornerstones of what creates our collective success. No two days are the same; the landscape is constantly changing, and we think on our feet, move fast and tackle challenges and opportunities head on. We’re always learning and we thrive under pressure, because we support one another and have some laughs along the way. We’re all in this together, as we navigate the road less travelled, pushing the boundaries of what we can deliver and the professionals we can become. We take care of each other and care about work-life balance and wellbeing. Sound like the kind of place you want to work? If so, read on We love that everybody is different, and we believe a diverse workforce will be our strength. We ensure equal opportunity, champion inclusion and we actively encourage applications from suitably qualified candidates regardless of age, disability, gender, race, religion or orientation. Together, we’re all part of the rich GoFibre family and we’re unified by our goals, inspiring our teams to challenge the norm and deliver best-in-class service to our customers, all whilst encouraging and appreciating one another. Are you ready for the challenge? Get in touch now, we can’t wait to hear from you! www.gofibre.co.uk #LI-SN1

boxxe

For us, tech has never been about just hardware or software. It’s about people. It’s our meaningful relationships, deep expertise and practical know-how in technology that drive what we do. We put our customers, our partners and the environment at the heart of everything we do and our people are the difference that make the difference. At boxxe, we understand, we collaborate, we simplify, we care and we deliver; together we are making tech human. YOUR MISSION 💪 The boxxe NOC operates across Cisco, Fortinet and Palo Alto technologies, delivering high‑level services backed by top‑tier partnerships. As a NOC 3rd Line Technical Team Leader, you’ll lead a team of senior engineers (CCNP/FCP/CCIE level) who monitor, maintain and resolve complex network issues for our customers. You’ll drive high‑quality service delivery and ensure the team is performing at its best, supporting ticket ownership where needed and setting the standard for operational excellence. You’ll champion process and technical improvements, shaping how we work and embedding best practice across Operations. Your team will play a key role in supporting lower tiers with guidance, training and development. Working closely with the NOC Tech Lead, you’ll help introduce new products and services, validating deliverables and ensuring the wider team has the skills and clarity needed to support them confidently. WHAT YOU’LL BE DOING 🎯 * Leading, motivating, and developing a team of senior Network Operation Centre (NOC) Engineers * Ensuring the team are following best practice for incident, problem, service and change enablement in line with the specific needs of our customers * Oversight of team tasks including investigation, troubleshooting, diagnosis, resolution, and recovery to minimise impact to customers, stepping in to assist where required * Driving a culture of Customer Excellence and Continual Service Improvement within the team * Identifying, developing, communicating, and implementing process changes across the services to improve customer experience for the team and the wider operations team * Acting as a point of technical escalation for the NOC engineers * Working with the NOC 1st Line / 2nd Line Team Leaders to ensure tickets are being escalated to the 3rd Line team where appropriate and providing guidance and knowledge for those team to drive reduction in calls moving to the 3rd line team * Acting as a point of escalation for customers and internal stakeholders as required including participating in the On-Call management rota for out of hours escalations. * Provide input into Service Transition to ensure successful go-live of Managed Service contracts * Work with the Service Management teams to identify opportunities for improvement within customers accounts * Supporting the NOC Manager in required audits for the operation to gain and maintain relevant accreditations WHAT EXPERIENCE WE THINK YOU’LL NEED 🚀 * A track record of thriving in a fast‑paced NOC or similar technical operations environment * Proven experience leading high‑performing engineering teams and elevating overall capability * Outstanding interpersonal and communication skills, with the confidence to influence, mentor and inspire others * Strong analytical, planning and organisational abilities, with a knack for turning complex problems into clear, actionable solutions * Deep technical expertise to at least CCNP / FCP / PCNSE level (or equivalent), with the drive to continuously grow and stay ahead of emerging technologies           >  As an equal opportunity employer, we are committed to building a team that represents a variety of backgrounds, perspectives, > and skills. boxxe does not discriminate based on race, religion, colour, national origin, sexual orientation, gender identity, > age, marital status, veteran status, or disability status. All our employment is based on qualification, excellence, and > business need.

Techary

Techary redefines the way customers procure, implement, and support their organisations' technology, providing an innovative alternative to the traditional Managed Service Provider (MSP) / Value-Added Reseller (VAR) approach.  Our concept, “Technology, done differently”, embodies our belief that the way our customers consume and utilize technology should innovate at the same pace as the technology itself. Our customers range from small start-ups to global enterprises. From designing, deploying and managing infrastructure stacks within low-latency financial trading environments, to relocating the headquarters of a global fintech firm, our operations span multiple markets, industries and geographies. Techary have helped customers scale their operations globally, gain an advantage in financial markets, enabled mission-critical projects and, most importantly, implemented technology that delivers alpha-accelerating business transformation.   THE ROLE   As a 1st Line Support Engineer, you will be the first point of contact for our managed service customers, delivering professional, friendly, and effective technical support. This role is critical to our service delivery model and customer experience. You will handle incoming incidents and service requests, resolve common technical issues, and ensure all tickets are logged, triaged, and progressed in line with SLAs. For more complex issues, you will work closely with 2nd and 3rd line engineers, gaining exposure to a wide range of technologies and environments. This is an ideal role for someone who thrives in a fast-paced MSP environment, is passionate about customer service, and is hungry to learn and progress quickly.   KEY RESPONSIBILITIES:   Service Desk Support & Ticket Management   * Act as the first point of contact for customer support requests via phone, email, and ticketing system * Log, triage, prioritise, and manage incidents and service requests in line with SLAs * Resolve common 1st line issues efficiently while maintaining high customer satisfaction * Ensure accurate, clear, and consistent ticket documentation Technical Support   * Provide 1st line support across: - Windows 10/11 and macOS - Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) - User account management (Active Directory / Entra ID) - Basic networking and connectivity issues - Printers, peripherals, and end-user devices * Perform password resets, user onboarding/offboarding tasks, and access requests * Escalate complex issues to 2nd line with high-quality diagnostics and context   Customer Experience & Communication   * Deliver a friendly, professional, and confident customer experience at all times * Set clear expectations with customers around resolution times and next steps * Represent the company’s values and service standards in every interaction * Handle high-volume support requests while maintaining attention to detail Collaboration & Continuous Improvement   * Work closely with 2nd and 3rd line engineers to ensure smooth escalation and resolution * Contribute to the knowledge base by documenting common fixes and procedures * Identify recurring issues and suggest improvements to processes or tooling * Actively engage in training and development to expand technical capability   ESSENTIAL SKILLS:   * Previous experience in a 1st line support or service desk role * Previous experience within an MSP environment is highly desirable * Strong customer service mindset with excellent communication skills * Working knowledge of: - Windows 10/11 - Microsoft 365 - Active Directory / Entra ID (basic user management) * Experience using ticketing systems (e.g. HaloPSA, ServiceNow, Freshservice, ConnectWise) * Ability to work effectively in a fast-paced, SLA-driven environment   DESIRABLE SKILLS:   * MSP experience supporting multiple customers and environments * Exposure to Intune, Azure AD, or endpoint management tools * Basic understanding of networking concepts (DNS, DHCP, VPNs) * Relevant certifications such as: - CompTIA A+ / Network+ - Microsoft Fundamentals (MS-900, AZ-900) * A clear desire to progress into 2nd line and beyond   BENEFITS   At Techary, we embrace a family culture and believe in working as a team to overcome any challenge we face.   Employee benefits include:   * Birthday as a free day holiday. * Social events run throughout the year. * Free breakfast, snacks and drinks. * Lunch provided Friday.   Job Type: Permanent EQUAL OPPORTUNITIES & DIVERSITY POLICY Techary is committed to promoting equality of opportunity for all staff and job applicants. We aim to create a working environment in which all individuals are able to make the best use of their skills, free from discrimination or harassment and in which all decisions are based on merit. Full details of Techary’s Equal Opportunity Policy are available upon request.