About the Company

An exciting opportunity has arisen to join a fast-growing Managed Services provider with an outstanding reputation for technical excellence and customer service.

About the Role

This role is ideal for an experienced MSP professional looking to take ownership of complex technical issues, act as a senior escalation point, and play a key role in maintaining exceptionally high service standards across a diverse customer base. You'll work alongside a highly skilled technical team, supporting a range of modern cloud, infrastructure and Microsoft environments while contributing to process improvement, mentoring junior engineers and ensuring an outstanding customer experience.

The Role

As a Senior Service Desk Engineer, you will act as the highest escalation point within the Service Desk, resolving complex technical issues and providing leadership across operational support functions. You will take ownership of major incidents, validate technical changes, support continual service improvement initiatives and contribute to maintaining high technical standards across the business.

Responsibilities

• Act as the senior technical escalation point for complex infrastructure and support issues.
• Investigate and resolve business-critical incidents.
• Review and validate technical changes prior to implementation.
• Provide mentoring and technical guidance to service desk engineers.
• Drive root cause analysis and problem management activities.
• Produce and maintain technical documentation and knowledge articles.
• Support continuous improvement initiatives across the service desk function.
• Ensure high standards of customer service and communication.
• Collaborate with internal teams to deliver exceptional outcomes for customers.
• Take ownership of technical challenges through to resolution.