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Lead IT Service Engineer
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Lead IT Service Engineer
Location: St James's Square, London
Pattern: Fully on-site, Monday to Friday
Type: Permanent
Salary: Competitive - dependent on experience
I'm currently recruiting for an IT Service Engineer to join a modern, globally established wealth management organisation.
This is an amazing opportunity to join a modern organisation currently going through a period of "explosive growth". The business is an established international wealth management organisation, combining highly personalised service and local expertise with the capabilities and resources of a global industry leader. Its collaborative model enables teams to draw on expertise across the wider group to support complex client needs. As the organisation expands, technology will play a central role in creating a scalable, secure and high-quality experience for colleagues and clients.
The Lead IT Service Engineer coordinates and delivers end-user IT support for the London site and contributes to the wider regional and global IT service function. The role combines advanced hands-on technical support with site coordination, operational leadership, escalation ownership and the development of junior colleagues.
Role context
Works within the IT End User Experience team and reports to the IT End User Experience Team Manager - EMEA. The role acts as the principal on-site point of coordination for IT service delivery and works closely with regional and global IT colleagues, business stakeholders, suppliers and other technology teams.
As the organisation continues to grow, this role offers the potential to broaden its remit beyond London and develop towards national working and responsibilities, including wider service coordination. Progression will depend on individual performance, capability and future business requirements.
Key responsibilities
- Coordinate daily IT service operations for the London site and lead by example through visible, hands-on support.
- Ensure consistent on-site support coverage five days a week, coordinating team priorities and resources as required.
- Lead the triage and resolution of complex or high-impact end-user incidents and service requests, including regional or global escalations.
- Provide advanced support across end-user systems and equipment, including computers, mobile devices, telephony, video conferencing, printers, scanners, copiers, network connectivity and associated services.
- Support the installation, configuration and upgrade of new and existing hardware, software and systems.
- Monitor and maintain IT systems, applying advanced troubleshooting to restore service and prevent repeat incidents.
- Translate end-user requirements into clear, actionable technical or service-improvement outcomes.
- Perform or coordinate regular security checks in line with company policies and the relevant regulatory framework.
- Help protect the integrity of IT systems by maintaining appropriate access controls and following agreed security standards.
- Own the quality of local support documentation, validated records, knowledge articles and asset inventory information.
- Support disaster recovery testing, document outcomes and help resolve issues identified through testing.
- Deliver end-user training and provide coaching, guidance and mentoring to junior colleagues.
- Promote adherence to Group IT policies, service standards, risk controls and agreed ways of working.
- Travel to and provide support or service coordination at other London sites when required.
- Provide occasional out-of-hours, shift or on-call support when required.
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Qualifications and experience
- A relevant post-school qualification, apprenticeship or equivalent practical IT experience.
- At least three years' experience supporting end-user IT services and Microsoft core technologies in a professional environment.
- Strong practical knowledge of Microsoft technologies, including Azure, Windows Server, Exchange, Active Directory, Microsoft 365, Office and Intune.
- Experience supporting Citrix, XenApp and common network services or protocols such as DNS, DHCP and LDAP.
- Working knowledge of email security, collaboration platforms, video conferencing, backup and replication, endpoint protection, virtualisation and networking.
- Strong technical capability across desktop hardware, peripherals, mobile devices and end-user configuration.
- Demonstrable experience of owning complex incidents, coordinating operational priorities or guiding other team members.
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Competencies, skills and behaviours
- Fluent written and spoken English; additional languages are advantageous.
- A calm, structured approach to prioritisation, incident management and problem solving.
- Strong customer-service orientation with the confidence to communicate effectively at all levels.
- Ability to mentor colleagues and deliver effective one-to-one or group training.
- Collaborative working style with a strong commitment to risk management, security and service quality.
- Reliable, flexible, organised and comfortable taking ownership in a fast-moving environment.
Important information
- Applicants must be resident in the UK and already have the right to work in the UK.
- Visa sponsorship is not available for this role.
- This is a fully on-site role; hybrid and fully remote working are not available.
- Occasional travel to other London sites may be required.
Package and working environment
- 25 days' annual leave.
- Professional business attire is expected Monday to Thursday, with business-casual dress on Fridays.
Role flexibility
This job description summarises the principal duties and responsibilities of the role. It is not exhaustive and may be updated from time to time to reflect business requirements, organisational changes and the development of the role.
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