Service Desk / Project Team Leader

Posted 6 April by Purple Matrix Ltd

A fantastic opportunity has arisen to work in our highly regarded and forward-thinking IT services organisation. The Team Leader will be an escalation point to the helpdesk and will be responsible for providing practical technical support to installation engineers, whilst working to agreed targets including, quality, customer satisfaction and impact risk assessment during the life cycle of each project.


  • Taking Escalations from other engineers.

  • Answering calls in busy periods
  • Helping with any Troubleshooting and configuration.

  • Responding to major client incidents

  • Emergency break fix visit to clients including server and networking issues where needed.

  • Diagnose and troubleshoot both hardware and software issues.

  • Project management and potentially implementation.

  • Providing advice on emerging technologies to clients.


The successful candidate will have the following qualities:

  • Excellent client interaction with confident spoken and written English.

  • Logical approach to troubleshooting.

  • Able to prioritise tasks.

  • Excellent time management (awareness of time constraints and deadlines).

  • Ability to research and learn new technologies/solutions under pressure.

  • Strong team player, willing to share knowledge.


We are looking for a candidate with minimum of five years’ experience in a 3rd line role ideally within an IT services company however this is not a prerequisite.

  • Strong Knowledge Windows Server 2008 -2012R2, 2016 beneficial

  • Active Directory, DNS, DHCP, Group Policy

  • Windows XP, Vista,7,8,10 (extensive experience)

  • Microsoft Office 2010-2016

  • Microsoft Office 365 - Configuration, Migration, Monitoring & Maintenance

  • Networking - Switching, VLANS, Security, Routing, VPN’s

  • Microsoft Exchange 2010-2013, 2016 Beneficial

  • Virtualisation- Hyper-V, VMware, installing, maintaining, configuring

  • Backup - Design, Configure, troubleshoot

Although previous management and project management experience would be a beneficial but it is not a requirement having a technical background is a must and understanding a project life cycle would be highly beneficial.

Required skills

  • Management
  • Project Management
  • Risk Assessment
  • Emerging Technologies
  • Escalation Process

Application question

Do you have previous Management or Project Management Experience?

Reference: 34849272

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