L3 engineer Team lead

Job Title: Senior Administrator and Team Lead

Reports to: Managed Service Operations Manager

Business Unit: Managed Services

Location: Ergo HQ / Customer Site

Overview of Role

• The IT Service Desk Engineers will serve as the primary point of contact for all customer users and commission service providers via phone, email, or the IT ticketing system (Autotask or similar tooling), whether users are office-based or remote.
• The role requires onsite presence at the customer's main office, although there may be flexibility for blended working, in line with the customer's policies.
• There will be a Team Lead responsible for managing ticket assignments, reporting on service trends, and ensuring service requests are resolved efficiently.

Key Role Responsibilities

• Triaging and prioritizing all incoming IT requests and issues within the agreed SLA.
• Providing IT support for customer users from Level 1 to Level 3.
• Escalating complex issues to the appropriate support resources or service providers.
• Managing end-user devices (laptops, phones, tablets), including setup, deployment, configuration, and troubleshooting, with expertise in MS Intune.
• Engaging in the deployment and testing of new applications.
• Maintaining user profiles, including access rights to IT systems.
• Logging and escalating security concerns to IT Management.
• Managing and maintaining IT equipment (meeting room devices, endpoint devices, printers).
• Ongoing training to improve skills within the on-site team.
• Ensuring Change Management processes are followed.
• Maintaining the IT Asset Register.
• Ensuring scheduled Server Room maintenance with partners.
• Maintaining technical documentation, with regular reviews and updates.
• Complying with all relevant customer policies and procedures.
• Team Lead Specific Responsibilities:
• Managing ticket distribution and assignments.
• Onboarding and training new or temporary resources.
• Reporting on ticket trends and service desk compliance.
• Following ITIL principles for incident management and root cause analysis.
• Managing shift schedules and escalations when necessary.

Education, Qualifications and Skills

• Minimum of 3 years of IT experience.
• Recognized qualifications in M365 (such as MS 100/101).
• Additional relevant qualifications (Microsoft, CompTIA, etc.), with M365, Azure, and Intune being advantageous.
• Strong knowledge of MS Intune.
• Adherence to ITIL principles for incident and problem management.
• Experience in shift management and leading service desk teams.