GoFibre
3rd Line Service Desk Team Lead
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IT Service Desk Team Leader
Edinburgh Hybrid
from £50,000 upwards
31 days holiday, discounted gym membership, enhanced pension, private healthcare, employee wellbeing support and career coaching
THE TEAM
As the 3rd Line Service Desk Team Leader, you’ll be managing a small team of Service Desk Analysts, daily operations and BAU activity, whilst serving as the senior escalation point for our most complex and advanced issues. We’re looking for you to be a technical expert who can administer and support our systems, whilst providing great team leadership. If this sounds like you, we want to hear from you!
What You’ll Be Working On
- Developing and supporting the Service Desk team through coaching and guidance
- Taking the lead on complex incidents, acting as the 3rd line escalation expert
- Keeping our Azure, M365, Intune, IAM and MDM environments running smoothly
- Owning end-to-end office IT operations – from provisioning devices to keeping asset control tight
- Championing security best practice across BAU, access, devices and policies
- Managing supplier relationships, licensing and renewals, and contributing to budget planning
- Keeping Jira, documentation and ITIL processes sharp, accurate and always evolving
What You Will Bring To The Role
- Experience building and growing service desk teams that deliver
- Up-to-date knowledge of Azure, Microsoft 365 and device management (Intune/MDM)
- Thrives on solving complex IT challenges
- Thinks proactively about security, embedding least-privilege access and safe ways of working
- Decisive and organised, with a big focus on prioritisation and continuous improvement
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Who We Are
At GoFibre we’re on an exciting journey to revolutionise broadband capabilities for homes and businesses in rural towns and villages across Scotland and the north of England, connecting communities and affording them digital capability equal to their city counterparts; whilst being as environmentally conscious as possible, and creating social value in the areas we serve.
Our story is only just beginning. We’re growing fast and we don’t intend to slow down anytime soon as we play our part in ensuring future-proof full fibre coverage. We continue to raise investment for our infrastructure, service and people through our top-notch partnerships, and we’re confident and enthusiastic about what is coming next for the GoFibre family, as we strive to connect hundreds of thousands of homes and businesses. We have fantastic offices to allow colleagues to connect and catch up, one in central Edinburgh (with stunning 360 views of the city) and another in the coastal town of Berwick Upon Tweed; both a short walk from transport links.
How We Work
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Collaboration, innovation, commitment, continual improvement of our business and ourselves, are the cornerstones of what creates our collective success. No two days are the same; the landscape is constantly changing, and we think on our feet, move fast and tackle challenges and opportunities head on. We’re always learning and we thrive under pressure, because we support one another and have some laughs along the way. We’re all in this together, as we navigate the road less travelled, pushing the boundaries of what we can deliver and the professionals we can become. We take care of each other and care about work-life balance and wellbeing.
Sound like the kind of place you want to work?
We love that everybody is different, and we believe a diverse workforce will be our strength. We ensure equal opportunity, champion inclusion and we actively encourage applications from suitably qualified candidates regardless of age, disability, gender, race, religion or orientation. Together, we’re all part of the rich GoFibre family and we’re unified by our goals, inspiring our teams to challenge the norm and deliver best-in-class service to our customers, all whilst encouraging and appreciating one another.
Are you ready for the challenge? Get in touch now, we can’t wait to hear from you!
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