Lead Engineer (Porton & South West - Chilton)

We are looking for a Lead Engineer to be responsible for a team of second line engineers based at our Chilton site with travel required to other UKHSA sites across the country. The team is part of the wider End User Workspace, Hosting and Service Management team which itself is part of the Technology Group at the UKHSA. The second line team at Chilton support colleagues both on-site and remotely. They look after a range of technologies from end user devices – laptops and mobile phones – to supporting laboratory equipment and software.

Detailed job description and main responsibilities

This team support a wide user base both on-site and remotely across a variety of needs. You will be responsible for managing and supporting the end user devices from asset tracking to hardware and software troubleshooting and connectivity issues. You will also support technology for the labs on site ensuring that ICT equipment is functioning and secure. As a team leader you will need to ensure that your team are trained and motivated and that they are supported to develop their careers and potential. You will also be responsible for ensuring the correct skills and cover are available to meet the business needs at your site. Due to the breadth of technical services required by UKHSA colleagues you may often be asked to assist the wider Technology team with projects, new services and major incidents and you will also need to work with your team to ensure that ITSM functions are carried out responsibly. You will be involved in contributing to service improvements and updates.

Our ideal candidate thrives in a challenging environment, is motivated by delivering results, and is comfortable with working under pressure. The role requires a team player who has the motivation to maintain a solid service whilst constantly striving to improve both the technical and non-technical aspects of delivery.

The main duties will include:

• Assisting the Area Manager providing a high quality of customer service and support that will ensure that all colleagues are able to access ICT services as required, using properly configured and reliable devices.
• Ensuring that all colleagues receive a consistent level of support, working within agreed service levels as necessary, which minimizes the time for identifying and fixing problems.
• Configuring and commissioning PC hardware and software as required, ensuring that all software is properly licensed.
• Supporting PC network hardware and software components as required, to maximize the availability to users.
• Providing some administration and technical support for servers, having oversight of local backup procedures.
• Adhering to the Joiners/Movers/Leavers processes to ensure the right people have access to the right systems.
• Ensuring that all ICT equipment is managed according to the asset management processes and working with the equipment supply team to streamline and improve these processes.
• Working with a geographically dispersed team to ensure cover for absent colleagues and colleagues in other geographical areas.
• As required, participate in a rota with other engineers for out-of-hours emergency support provision.
• Leading a small team of engineers, being responsible for their personal development and wellbeing in the workplace.
• Deputising for the Area Manager where required.

This is not an exhaustive list.

Qualifications and Experience:

• Educated to degree level in computer science; or equivalent qualification, or a relevant IT apprenticeship.
• Significant experience in a second-line technical support role, supporting end user device hardware and software both face to face and remotely.
• Experience of infrastructure support such as network or server management.
• Experience/knowledge Microsoft operating systems, M365 and associated infrastructure.
• Experience in troubleshooting and supporting specialist systems.
• Previous experience within an ITIL environment and using ITIL tools, such as Service Now.
• Skills for nurturing key relationships and maintaining personal networks.
• Ability to analyse and interpret information, remain alert to emerging issues, and recommend appropriate course of action.
• Problem solving skills and ability to respond to sudden unexpected demands.
• Ability to work on own initiative and organise own workload without supervision working to tight and often changing timescales.
• Managing a team.
• Previous experience in similar role in public sector or similar large organisation.