Location Gloucester
Job-type Permanent
Salary £35000 - £45000

Service Desk Team Leader

Infrastructure Support (MSP)



The company provides infrastructure solutions which encompass backup, archive, high availability, storage, compute and networking. They harness leading global vendors to independently architect end-to-end solutions to help business manage and be assured of their data. Due to new contract wins and the growth of clients they are supporting with both infrastructure support and service desk support they are looking to recruit an IT Service Desk Team Leader is seeking to appoint an experienced Service Desk Team Leader to join their expanding technical team.

The candidate must be confident and able to communicate with all levels of stakeholder within managed service clients and internally, they must possess excellent problem-solving abilities, acting as a key point of contact for the business. The candidate must also have a good level of technical ability and be able to support escalations as required.

The role will be based in our Gloucester office but may require some travel to our Customer sites throughout the UK and our head office in Nottinghamshire.

  1. 1.     Key Responsibilities

The key responsibilities for this role include:

        Act as key point of contact for business, interact with clients and resolve technical issues.

        Ensure a high level of customer satisfaction across a broad portfolio of clients.

        Maintain service desk to an ITIL standard ensuring all SLAs are met.

        Provide in depth technical support as required.

        Act as an escalation point for the wider IT Support team.

        Oversee the mentoring and management of the IT Support function ensuring junior member of the team are supported with training and development.

        Assisting in the support of the below core technologies:

  • Data Integrity & Protection (Backups, Replication & Encryption)
  • TCP/IP, VLAN, switching, routing and firewall configuration, VPN and WAN environments
  • Security Platforms (Firewalls, Proxy Servers, VPN, Antivirus)
  • Backup technologies
  • Storage Platforms
  • Server Virtualisation
  • Endpoint Provision, Security & Support (Imaging, Group Policy Deployment/Management)
  1. 2.     Experience

The Service Desk Team Leader should have extensive and demonstrable experience of use and support of the following systems and platforms:

        VMware ESXi

        Microsoft Hyper-V

        HPE Networking (SAN switches and LAN switches)

        SAN Technologies (HPE 3Par, Nimble, Dell Unity, SC)

        Windows Server 2019, 2016 and 2012

        Microsoft Clustering technologies

        Microsoft Office 365

        Active Directory, ADFS, Group Policy

        Corporate wireless systems such as Cisco Meraki & HPE Aruba

        Backup technologies such as Veeam/Arcserve

It would also be beneficial to have experience of:

        VMware Site Recovery Manager

        VMware Horizon

        Citrix XenServer

        Citrix Provisioning Services

        Citrix XenDesktop/XenApp

        Citrix NetScaler Gateway

        Multi-factor authentication

        Microsoft SQL 2014, 2012 and 2008

        Microsoft SCCM, SCVMM and SCOM

        Anti-virus technologies

        Web and E-mail Security

        Cisco Networking (switches and routers)


Due to the complex technical nature of this role, it is expected that the candidate will possess or be seeking to pursue as many of the following professional qualifications as possible:

       VMware certified (VCA, VCP)

       Microsoft certified (MCP, MCSA, MCSE)

       Cisco certified (CCENT, CCNA)

       Veeam certified

       ITIL Foundation (V3 or v4) certified

For more information please call Giles Churchill at Omega Resource Group on 07966 971648 or 01453 829794