Team Lead Desktop Support

As a Team Lead Desktop Support, you will work in a hybrid environment in our UK – Swindon office, contributing to Sirva’s success by being responsible for the deployment, support and management of end‑user computing technology, including desktops, laptops, printers, phones, VC units, mobile devices and peripherals. The position places a strong focus on delivering a superior customer experience while providing second‑level support for end‑user computing components. This position will also participate in ongoing technology refresh and asset management initiatives, as well as new technology deployment projects as required.

What You’ll Be Doing

• Manage a small team in the European timezone, reporting to Senior Manager, Information Support Services.
• Provide 1st level technical support for UK and Europe offices.
• Mentor members of the team to ensure all are aligned with the strategic vision of the team and organization.
• Champion the service excellence vision of the team, leaving all customers with a positive experience.
• Identify innovative resolutions to advanced technical issues that will increase the productivity of our business.
• Proactively identify incident trends and the corresponding root cause of recurring problems through advanced troubleshooting.
• Urgently handle escalations, leaving customers with a positive customer experience.
• Ensure communications are relevant, simple, and concise to promote collaboration within IT and business teams.
• Transition and operationalize tasks to tier 1 and from tier 3 support teams to support the “shift left” concept.
• Build and maintain trust‑based relationships with key business stakeholders.
• Participation in strategic projects to meet local and company‑wide vision objectives.

What You Bring To Sirva

• Minimum 5 years Desktop Support (Level 2‑3).
• ITIL Foundation certified.
• Superior customer service skills.
• Excellent written and oral communication skills.
• Strong time management, prioritization, and organizational skills.
• Self‑motivated with the ability to work independently and in a fast‑paced, changing environment.
• Attention to detail and excellent follow‑up skills.
• Ability to perform some physical work as this position requires moving / deploying computer equipment.
• Ability to work flexible/extended hours as required, including occasional after‑hours/weekend and on‑call support.
• Knowledge of LAN/WAN and server technologies.
• Proficiency with the following technologies:

• Windows 10 and 11 management and deployment
• Microsoft Office 365 (Outlook, Word, Excel, PowerPoint etc.)
• Microsoft Productivity Tools (OneDrive, Teams, SharePoint, Exchange etc.)
• Microsoft Active Directory (OUs, GPOs, Groups)
• Microsoft Intune (provisioning, autopilot, policies, Windows updates, MDM)
• PowerShell Scripting
• Cloud Control (Exchange management tool)
• OS Imaging tools
• Ticket Management Tool (ZenDesk)
• Windows Virtual Desktop or equivalent virtualization technology
• Video Conferencing Units (Polycom Trio and Group Series)
• Anti‑Virus / Malware tools
• PC hardware troubleshooting / repair skills.
• Printer troubleshooting skills.
• VoIP phone system troubleshooting.
• Mobile device troubleshooting (iOS and Android).

Specialized Knowledge And Skills

• Experience with an IT ticketing system.
• Experience supporting Office 365 services.
• Experience in re‑imaging computers, installing software, and hardware.
• Strong analytical and troubleshooting skills are required.
• Excellent planning, prioritization, and organizational skills.
• Strong communication skills, both written and verbal.
• A professional attitude and a good judgement approach to technology.

Equipment And Application Experience

• Microsoft Windows 10 and Windows 11
• Microsoft Office 365 (Teams, OneDrive, SharePoint Online, Office Online etc.)
• Microsoft Productivity Suite (Outlook, Word, Excel, PowerPoint etc.)
• Microsoft Active Directory
• Microsoft Exchange
• Microsoft Intune
• Unified Communication Tools (Skype for Business, Citrix GoTo Meeting, etc.)
• Video Conferencing Units (Polycom Trio and Group Series)
• Ticket Management Tool (ZenDesk)
• Anti‑Virus / Malware tools
• PC hardware troubleshooting / repair skills.
• Printer troubleshooting skills.
• Mobile/Tablet troubleshooting (iOS and Android).

What Sirva Offers

• Competitive salary and incentive plans.
• Workplace flexibility for a balanced work/life approach.
• Comprehensive benefits packages and wellness program.
• Generous company‑paid vacation days and holiday time.
• Challenging, collaborative, diverse corporate culture.
• Ongoing opportunities for learning and career development.