We are looking for an Lead IT Engineer to join a great MSP who are developing a IT services arm including a IT Helpdesk, hardware provisioning including Mobile Device Management (MDM – JAMF, Intune & Knox) and cyber security products such as Bitdefender & Ironscales.

The Role profile:

The Lead IT Service Engineer for proactive IT management of the growing customer base. The role is located in near Old Street London office and will involve working in the office.

We are looking for an excellent communicator who can manage clients and their expectations. This role will involve working in an entrepreneurial environment where it's fast paced & growth orientated. The role offers the opportunity to grow a team as the business grows.

Responsibilities:

* Deployment of MDM solutions, Cyber Solutions for new employees onboarding as well as offboarding clients employees

* Oversight of Service Desk and Cyber Monitoring

* Ensure that daily operations within the IT Support and Engineering team run efficiently and meet agreed SLA’s

* Being proactive with customers – not only resolving issues, but predicting and suggesting service improvements to avoid issues in the future

* Managing / oversight of asset register

* Driving a ticketing service model, proactively following up with customers & delivering the highest levels of customer satisfaction

* Coordinate the team to ensure that all Service Requests and Incidents are recorded and responded to in a timely manner

* Be the face of the business to the client, supporting with resolving tickets at first point of contact

* Be able to join client calls to suggest products & services to them

* Maintain relationships with clients ensuring their service needs are met and our service standards are delivered

* Input into planning, coordinating and maintaining new IT services and processes

Key Skills & Experiences:

* Previous IT helpdesk experience (minimum 3 years)

* Experience working with Mobile Device management (JAMF & Intune) as well as Cyber Security softwares such as Bit defender, Iron Scales & VPN solutions

* Strong experience working with Office365 & Google Cloud

* Understanding of Information Security standards; ISO27001, Cyber Essentials &/or NIST.

* Typically qualified to degree level, or equivalent professional experience in Computer Science, Engineering, Cyber Security or related degree

* Relationship Management – have a proven track record of managing and nurturing ongoing relationships with clients

* Risk Management – ability to articulate IT risks and develop mitigation strategies

* Experience in managing high priority incidents to resolution

ACM Resourcing are a leading Mac IT recruitment company work on various positions in the market please don't hesitate to get in touch with me for a confidential chat about how we can secure your next position