Service Desk Technical Team Lead, UK

Job Description

Proact are looking for a qualified technical team leader to join their Service Desk team in Scotland. The candidate will be responsible for upskilling junior & senior engineers, act as innovation lead for the service desk & be the technical escalation point for the UK Service Desk. The successful candidate must have a strong IT background, documentation & communication skills and be visionary in developing lab environment, training programs and assessments for internal staff.

Candidate Requirements

  • 5+ years’ experience of working within an ITIL compliant environment
  • Relevant vendor certifications
    • Ideally within VMWare, Microsoft & Linux
  • In-depth understanding of data centre infrastructure (e.g. storage, compute, networking etc.)
  • Experience in event/incident/problem management and monitoring systems.
  • Desire to take ownership of any technical issue to be resolved, and where necessary engage other colleagues.
  • Desire to continually improve technical configuration, operational efficiency, and service quality
  • Desire to impart knowledge to others and promote a best-practice ethos
  • Strong documentation, process adherence & problem-solving skills.

Key Responsibilities

  • Act as technical escalation for internal & customer issues
  • Technical Innovation:
    • Lab Development – enhance our current infrastructure to build training suites for support engineers, all levels.
    • Virtual Training – Develop and deliver training on new technologies (e.g. vCloud/NSX/HCI/Public Cloud) to our internal teams.
    • Transition – Early adopter to new transition, input into validation & testing, perform solution overviews to UK SD personnel and identify opportunities for knowledge management or health check processes at transition phase.
  • Technical Point of Contact between support teams
  • Identify and address skills gaps for all service desk teams.
  • Participate in continual service improvements for UK Service Desk.
  • Overall responsibility of the technical queue’s. Look to drive down incident lifecycle, monitor workflow & look at monitoring trends to help ease workload.
  • Identify, promote & implement efficiency improvements for UK Service Desk (specific focus on shift-left opportunities, monitoring amendments & automation within ServiceNow).
  • Participate in a 1 in 5 out of hours on call rota.

Desirable Skills

  • Bachelor’s degree or equivalent
  • Proven work experience as a team leader or supervisor
  • Storage experience (NetApp, EMC, PURE, HP)
  • Virtualization experience (VMWare, Hyper-V)
  • Experience with Windows Server, Microsoft Exchange, O365 & Microsoft SQL
  • Experience with public cloud solutions
  • Experience with troubleshooting Hardware technologies (HP, Cisco UCS, Dell)
  • Understanding of incident & change management procedures.
  • Knowledge on Service NOW and/or Logic Monitor


  • Private Comprehensive health care cover with AXA
  • Company pension Scheme 
  • 25 Holidays
  • 3 charity days fully paid/ year
  • Option to purchase another 5 days Annual leave
  • Company Laptop and Mobile phone






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