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- Tasks: Lead a team in delivering top-notch IT support and mentoring junior engineers.
- Company: Lyra Technology Group invests in leading tech service businesses, promoting sustainable growth.
- Benefits: Enjoy a hybrid work model, competitive salary, and weekend pay increases.
- Why this job: Join a dynamic team focused on customer satisfaction and technical excellence.
- Qualifications: Experience in 2nd line IT support and familiarity with RMM tools required.
- Other info: Flexible working hours, including weekends, are part of the role.
The predicted salary is between 28000 - 42000 £ per year.
Service Desk Senior Technician– Lyra Technology Group
Lyra Technology Group is seeking a Service Desk Senior Analyst to join their team at CMS Group. The Service Desk Senior plays a critical leadership and operational role within the Service Desk, ensuring consistent delivery of high-quality IT support. Acting as both a technical escalation points and a team mentor, the Senior is responsible for improving service desk efficiency, managing major incidents, supporting customer satisfaction, and contributing to strategic initiatives.
This role combines deep technical knowledge with leadership, customer service excellence, and process improvement responsibilities.
About Lyra…
Lyra Technology Group is a private equity-backed holding company that invests and operates industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.
About CMS Group…
CMS Group is a well-established, fast-paced Managed Service Provider (MSP) delivering high-quality IT support to a diverse client base across multiple industries worldwide. Our dynamic environment values proactive support, technical expertise, and an unwavering commitment to excellent customer service.
Your work as a Service Desk Senior Technician will include the following duties:
Proven experience in 2nd line IT support, ideally within an MSP environment
Strong troubleshooting skills across hardware, software, networking, and cloud technologies (e.g. Microsoft 365, SharePoint, VPN, MFA)
Excellent communication and customer service skills, with the ability to handle escalations and incidents confidently
Leadership qualities with experience mentoring and supporting junior engineers
Strong understanding of service management, SLAs, and incident response
Familiarity with tools such as RMM platforms, ConnectWise, PassPortal, and IT documentation systems
High attention to detail in documentation and process adherence
Flexibility to work shifts and weekends as part of a rotational schedule
Our ideal Service Desk Senior Technician has the following qualifications:
Experience with RMM tools, ConnectWise, PassPortal, or equivalent platforms
Understanding of ITIL best practices
Familiarity with Microsoft 365, SharePoint, OneDrive, MFA, VPN, and AV technologies
Project or service delivery experience in an MSP environment
A proactive attitude and willingness to take ownership are essential
Flexibility with working hours, including occasional weekends, is required
Strong collaboration with the Service Desk Manager and cross-functional teams is key to success
The targeted base compensation for this role is 35,000 Pounds, plus an increase in salary on the weekend every month. This role will operate on a hybrid basis (3 days in office, 2 remote) at their office in Ribchester, UK (Manor Court, Unit 6, Ribchester PR3 3XR, United Kingdom).
If you match the qualifications, we would love to review your application!
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Service Desk Senior Technician employer: Lyra Technology Group
Contact Detail:
Lyra Technology Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Senior Technician
✨Tip Number 1
Familiarise yourself with the specific tools mentioned in the job description, such as RMM platforms and ConnectWise. Having hands-on experience or even completing online tutorials can give you a significant edge during interviews.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've mentored junior engineers or improved team efficiency in previous roles. This will demonstrate your capability to take on the responsibilities of a Service Desk Senior Technician.
✨Tip Number 3
Brush up on ITIL best practices and be ready to discuss how you've applied them in past experiences. Understanding service management and SLAs is crucial for this role, so being able to articulate your knowledge will impress the hiring team.
✨Tip Number 4
Prepare to discuss your approach to handling major incidents and escalations. Think of specific scenarios where you successfully resolved issues under pressure, as this will highlight your problem-solving skills and customer service excellence.
We think you need these skills to ace Service Desk Senior Technician
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in 2nd line IT support, particularly within an MSP environment. Emphasise your troubleshooting skills and any familiarity with tools like RMM platforms and ConnectWise.
Craft a Strong Cover Letter: In your cover letter, showcase your leadership qualities and experience mentoring junior engineers. Mention specific examples of how you've improved service desk efficiency or handled major incidents.
Highlight Technical Skills: Clearly list your technical skills related to hardware, software, networking, and cloud technologies. Include your understanding of ITIL best practices and any project or service delivery experience in an MSP context.
Showcase Customer Service Excellence: Demonstrate your excellent communication and customer service skills in your application. Provide examples of how you've successfully managed escalations and contributed to customer satisfaction.
How to prepare for a job interview at Lyra Technology Group
✨Showcase Your Technical Expertise
Be prepared to discuss your experience with 2nd line IT support and troubleshooting across various technologies. Highlight specific examples where you've resolved complex issues, particularly in an MSP environment, as this will demonstrate your capability to handle the technical demands of the role.
✨Demonstrate Leadership Skills
Since the position involves mentoring junior engineers, share instances where you've taken on a leadership role. Discuss how you've supported team members and contributed to improving service desk efficiency, which will show your potential to lead effectively within the team.
✨Emphasise Customer Service Excellence
Prepare to talk about your approach to customer service and how you handle escalations. Provide examples of how you've maintained high customer satisfaction levels, as this is crucial for the role at CMS Group, which values excellent customer service.
✨Familiarity with Tools and Processes
Make sure to mention your experience with RMM tools, ConnectWise, and ITIL best practices. Being knowledgeable about these tools and processes will not only show your readiness for the role but also your commitment to adhering to best practices in service management.
