Senior IT Service Desk Technician

• Own day-to-day IT Operations and service reliability
• Ensure secure, resilient IT infrastructure
• Drive standardisation, automation and operational maturity

What you’ll do

• Own day-to-day IT operations across sites, ensuring service availability and effective incident, request, problem and change management.
• Operate and continually improve the virtualised infrastructure, including high availability and disaster recovery capabilities, in line with business growth.
• Oversee all network connectivity (LAN, WAN, Wi-Fi, SD-WAN and SASE), from individual user connectivity through to inter-site traffic, including performance and resilience.
• Manage security operations for IT infrastructure and endpoints, including firewalls, endpoint protection/EDR, encryption, vulnerability and patch management, monitoring and secure remote/BYOD access controls (where applicable).

• Manage, maintain and upgrade the company’s server estate (predominantly Microsoft), including standard builds, configuration, documentation and lifecycle management.

• Own operational tooling and documentation (monitoring, alerting, backup reporting, asset/configuration records) and drive standardisation and automation where beneficial.
• Lead and coordinate end-user support and escalations, ensuring timely resolution and clear communication (working with internal colleagues and third parties as required).
• Maintain service KPIs and provide timely reporting to management, highlighting risks, trends and improvement actions.
• Manage key IT suppliers and support contracts (e.g., connectivity, security, support partners), including service reviews and escalation management.
• Any other duties as required, * Internal: Head of IT and IT colleagues; all employees (service users); key business system owners; Facilities/Operations (site connectivity and comms rooms); HR (joiner/mover/leaver); Finance/Procurement (licensing and renewals).
• External: Technology suppliers and support partners (network, security, hosting/cloud, software); telecoms and ISP providers; auditors/regulators where applicable.

Dimensions

• Budgets managed: Responsible for controlling day-to-day operational IT spend (e.g., suppliers, support contracts, connectivity, licensing and renewals) within agreed budgets; prepares forecasts and supports procurement/approval processes in line with company policy.
• Direct reports: N/A (works closely with third-party suppliers and support partners)

• Microsoft server infrastructure (e.g., Windows Server/Active Directory and related services), including lifecycle management, high availability, backup and disaster recovery
• Microsoft 365 administration experience (e.g., Entra ID/Azure AD, Exchange Online, SharePoint/Teams and related services), where applicable to the environment.
• Strong hands-on experience of enterprise virtualisation platforms (e.g., VMware vSphere and/or Nutanix AHV), including operational support and performance/resilience considerations.
• Strong understanding of LAN, WAN, Wi-Fi and VPN connectivity, including troubleshooting and supplier engagement.
• Security operations experience, including next-generation firewalls (e.g., Sophos/Check Point or equivalent), endpoint protection/EDR, encryption, patching and vulnerability management.

Desirable

• ITIL Foundation (or equivalent operational service management experience).
• Relevant formal certification and/or advanced administration experience in an Enterprise virtualisation platform e.g., VMware or Nutanix.
• Cloud and SaaS administration experience (e.g., Microsoft 365 and related services), where applicable to the environment.