Senior IT Support Analyst

Job Description

Read the overview of this opportunity to understand what skills, including and relevant soft skills and software package proficiencies, are required.

Techunite is proud to be working with a growing and dynamic organisation to recruit for a Senior IT Support Engineer / Service Desk Lead. This is a key role within the service desk team, ideal for someone with strong technical expertise who’s ready to step into a leadership-focused position.

Office based full time.

This opportunity is perfect for a technically hands-on individual who enjoys mentoring others, improving processes, and playing a crucial role in service delivery. You’ll take ownership of day-to-day operations on the service desk, guide and support your team, and act as the main escalation point for more complex technical issues.

In addition to the core support responsibilities, this role offers a clear development path into an IT Service Manager (ITSM) role as the business continues to scale. It's a great fit for someone with ambition to grow into a more strategic, business-facing position over time.

Key Responsibilities

• Act as the primary escalation point for complex technical issues, providing expert-level support and guidance - Diagnose, troubleshoot and resolve Level 1/2 support
• Lead the day-to-day operations of the service desk, balancing hands-on technical work with team management.
• Proactively monitor and maintain client systems to ensure minimal disruption and high service availability.
• Maintain and improve internal documentation, including ticket notes, SOPs, and knowledge base articles.
• Support junior team members through coaching and mentorship.
• Plan and prioritise workload across the team to ensure SLAs are consistently met.

Skills & Experience Required

• Minimum of 5 years’ experience in IT support, including at least 2 years in a senior or escalation-level role.
• Strong knowledge of:

Windows and MacOS operating systems

Windows Server and Microsoft 365

Networking fundamentals and endpoint management

• Previous experience in a Managed Service Provider (MSP) environment is highly desirable as well as Autotask PSA.
• Demonstrated ability to mentor, support, and develop junior staff.
• Strong communication skills and the ability to manage customer expectations effectively.
• Relevant Microsoft certifications (MCP, Modern Desktop Administrator, 365 Fundamentals) are a plus.

Perks and Benefits:

• 21 days holiday (increase with year of service)
• Christmas Bonus
• Monthly drinks budget
• Tech budget
• Training and development opportunities - fully funding official certification, giving time of during working week to complete training, paid time to complete certifications
• Dog friendly office
• Entrepreneurial Operating System - a culture built on trust, collaboration, and client-focused excellence,

Why Apply Through Techunite?

At Techunite, we specialise in connecting top tech talent with the right opportunities. xwzovoh We work closely with our clients to ensure the best match—not just technically, but culturally too. If you're ready to take the next step in your IT career, we’re here to support you every step of the way.

Apply now to learn more or contact the Techunite team for a confidential chat about your next move.