DEDICATED SERVICE DESK TECHNICIAN

CECURE Limited has developed a well-established reputation in the local area and has grown from strength to strength as a reliable, friendly technology specialist and value-added reseller. With clients spanning over 2 decades their focus is to deliver exceptional customer service within the corporate and public sectors.
As an IT solutions provider, Cecure provide complete technology support for your business requirements, with a range of hardware, software, networking, cloud and support services, Cecure deliver a first-class service to our new and existing customers.
Customer portfolio retention is at the pinnacle of Cecure’s core values, they acknowledge the importance of communication and synergy between all parties. A considerable, conscientious effort is encouraged to retain and maintain trusted relationships with their clientele.

SKILLS & EXPERIENCE

• Previous experience in a 2nd line support role within an IT Service Desk/MSP environment.
• Proven ability to lead, mentor, or supervise a team within a technical support setting.
• Strong knowledge of:
• Microsoft 365 & Office apps
• Windows server & desktop operating systems
• IT administration (new joiners, group/folder permissions, password resets, etc.)
• Firewalls, filtering, and networking fundamentals
• PC diagnostics and troubleshooting
• Excellent organisational skills, with the ability to balance hands-on technical work with team oversight.
• Outstanding communication and customer service skills.
• Full driving licence preferred (occasional on-site client support).

As a Service Desk Team Leader (2nd Line Support), you will be a hands-on technical specialist for escalated issues, while also taking responsibility for guiding and supporting the wider service desk team. Based in our Long Eaton office, you will ensure incidents and service requests are managed effectively, team members are supported and motivated, and service levels are consistently met.

Key Responsibilities

• Act as the escalation point for technical issues beyond 1st line, providing 2nd line support across Microsoft 365, Office applications, Windows Server/Desktop, networking, and internal systems.
• Oversee and coordinate the service desk queue, ensuring tickets are prioritised, assigned, and resolved within SLA.
• Mentor, coach, and support junior technicians, promoting knowledge sharing and professional development.
• Assist with device builds, system upgrades, desk moves, and on-site support where needed.
• Support the maintenance of the ICT asset register (hardware, software, and licences).
• Liaise with 3rd-party vendors for hardware/software escalations and procurement.
• Monitor team performance and service quality, driving continuous improvement in service delivery.
• Contribute to process development, documentation, and best practices.