Service Desk Senior Technician

Proven experience in 2nd line IT support ideally within an MSP environment

Strong troubleshooting skills across hardware software networking and cloud technologies (e.g. Microsoft 365 SharePoint VPN MFA)

Excellent communication and customer service skills with the ability to handle escalations and incidents confidently

Leadership qualities with experience mentoring and supporting junior engineers

Strong understanding of service management SLAs and incident response

Familiarity with tools such as RMM platforms ConnectWise PassPortal and IT documentation systems

High attention to detail in documentation and process adherence

Flexibility to work shifts and weekends as part of a rotational schedule

Our ideal Service Desk Senior Technician has the following qualifications :

Experience with RMM tools ConnectWise PassPortal or equivalent platforms

Understanding of ITIL best practices

Familiarity with Microsoft 365 SharePoint OneDrive MFA VPN and AV technologies

Project or service delivery experience in an MSP environment

A proactive attitude and willingness to take ownership are essential

Flexibility with working hours including occasional weekends is required

Strong collaboration with the Service Desk Manager and cross-functional teams is key to success

The targeted base compensation for this role is 35000 Pounds plus an increase in salary on the weekend every month. This role will operate on a hybrid basis (3 days in office 2 remote) at their office in Preston PR5 6ST.

If you match the qualifications we would love to review your application!

Required Experience :

Senior IC

Key Skills

Editorial,Catering,B2C,Camp,Computer Engineering

Employment Type : Full Time

Experience : years

Lyra Technology Group is a family of industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees name and culture that have made them successful. As a platform of Evergreen Services Group we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term., Lyra Technology Group is seeking a Service Desk Senior Analyst to join their team at CMS Group. The Service Desk Senior plays a critical leadership and operational role within the Service Desk ensuring consistent delivery of high-quality IT support. Acting as both a technical escalation points and a team mentor the Senior is responsible for improving service desk efficiency managing major incidents supporting customer satisfaction and contributing to strategic initiatives. This role combines deep technical knowledge with leadership customer service excellence and process improvement responsibilities. About CMS Group CMS Group is a well-established fast-paced Managed Service Provider (MSP) delivering high-quality IT support to a diverse client base across multiple industries worldwide. Our dynamic environment values proactive support technical expertise and an unwavering commitment to excellent customer service.