SENIOR IT HELPDESK ENGINEER/3rd LINE SUPPORT Morson Edge

Zip Hustle; Greater London; On-site; GBP 80,000 - 100,000; Full time

Job summary

A technology solutions provider based in Greater London is seeking a Senior Service Desk Engineer to deliver high-quality technical support and lead the service desk team. This hands-on position requires extensive expertise in Microsoft technologies, Azure services, and networking. The successful candidate will manage critical incidents, mentor junior staff, and ensure adherence to ITIL processes. Ideal for someone with a strong background in service performance improvement, this role is a great opportunity for those looking to make an impact in the IT support environment.

Qualifications

• Proven experience leading a service desk team with strong technical depth.
• Strong technical expertise in Microsoft 365, Intune, and Endpoint Management.
• Experience working in a Managed Service Provider (MSP) or busy service desk environment.

Responsibilities

• Provide advanced technical support across the Microsoft stack.
• Mentor junior service desk staff and support their technical development.
• Ensure adherence to ITIL processes including Incident, Request, Problem, and Change Management.

Skills

Microsoft technologies expertise

Azure services management

Networking principles

Leadership and mentoring

ITIL practices

Education

ITIL Foundation certification

Tools

Ivanti Neurons

Job description

Senior Service Desk Engineer (3rd Line)

£400-£450 per day – Inside IR35 – 3 days per week on site near Euston Station – 6 months initial contract

My client is looking for a Senior Service Desk Engineer to play a pivotal role in delivering high-quality technical support and driving service excellence across the organisation. This is a hands‑on, senior technical position suited to someone with strong expertise in Microsoft technologies, Azure, networking, and change control, who can also bring leadership, mentoring, and process improvement to a busy service desk environment.

Responsibilities

• Provide advanced technical support across the Microsoft stack, including Active Directory, Exchange, and Microsoft 365.
• Support and manage Azure services including virtual machines, networking, and identity management.
• Collaborate closely with the Service Desk Manager and other IT teams to ensure seamless service delivery.
• Monitor and report on service desk performance metrics, identifying areas for improvement.
• Mentor junior service desk staff and support their technical development.
• Ensure adherence to ITIL processes including Incident, Request, Problem, and Change Management.
• Act as the go‑to engineer during Major Incidents, including producing Root Cause Analyses (RCAs) and Reports for Outages (RFOs).
• Provide 3rd Line (expert‑level) support for complex incidents and service requests.

Qualifications

• Proven experience leading a service desk team with strong technical depth or possess expert‑level technical skills combined with a solid understanding of ITIL practices and service performance improvement.
• Strong technical expertise in Microsoft technologies and the Microsoft Cloud Stack: Microsoft 365, Intune, Endpoint Management, MDM.
• DNS, DHCP, VPN, and general networking principles.
• Exposure to firewall administration, VPN setup, and network troubleshooting.
• Experience with ITSM platforms and reporting tools (Ivanti Neurons experience is a bonus).
• Experience working in a Managed Service Provider (MSP) or busy service desk environment within an ITIL‑driven framework.
• ITIL Foundation certification preferred.
• Proven experience improving service performance through technical initiatives, such as successful implementation of technical improvements and automation initiatives.
• Strong collaboration with other IT teams and business stakeholders.
• Ability to increase technical capability and resilience within the service desk team.