Lead Service Support Engineer
On-site · London, England, United Kingdom
Job Summary
The Lead Service Support Engineer is responsible for providing technical leadership to global Deskside Support and IT Administrative teams, enhancing technical support capabilities, taking ownership of EUC services, and driving continual service improvement. Essential skills include strong experience in 3rd line desktop support, deploying and managing Microsoft desktop operating systems in Citrix VDI environments, application discovery and packaging, scripting, Active Directory, and ITIL framework knowledge. The candidate should have a Bachelor's degree, proven experience in mission-critical desktop support services, and must demonstrate strong leadership and communication skills.
Required Qualifications
- Strong experience working within 3rd line desktop support teams across multiple geographical locations.
- Good technical knowledge of supporting, deploying and managing Microsoft desktop operating systems, desktop applications and monitoring/management tools preferably in a Citrix VDI environment.
- Strong experience of application discovery, analysis, and packaging.
- Strong scripting experience.
- Strong knowledge of Active Directory domain services, group policy and account management tooling.
- Strong knowledge of mobile communications, remote working technologies, desktop/video telephony services, unified communications and collaboration tools.
- Strong experience of providing cross training on technologies and operational processes.
- Strong stakeholder management skills.
- Strong documentation and report writing skills (to both technical and business audiences).
- Excellent time management and organisational skills.
- Solid knowledge of ITIL framework (Incident, Problem, Change and Request processes).
Desired Qualifications
- Experience of working in highly secure and complex environments.
- Knowledge and experience of Liquidware suite (FlexApp and ProfileUnity)
- SCCM OSD and Task Sequences
- Automation experience using PowerShell
- Citrix Virtual Desktop
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