Wanstor

Team Lead

• Provide day-to-day management of the Service Desk function for a subset of customers
• Drive the meeting of customer SLAs and exceptional customer service
• Ensure tickets are logged accurately and call queues are managed efficiently
• Discover and diagnose customer issues effectively
• Undertake weekly reviews of team call queues
• Lead and attend weekly Service Desk meetings
• Performance-manage 1st and 2nd line support technicians, including appraisals, objective setting and 1:1 reviews
• Ensure staff receive appropriate training and develop personal development plans
• Manage the Service Desk rota for early, late and weekend shifts
• Drive continuous improvement through Incident Management, Change Management, Problem Management, Information Security and Knowledgebase practices
• Own escalation of P1 and P2 incidents and expedite issues to relevant teams
• Provide leadership and mentoring to the Service Desk Team

Service Desk Team Lead

Infrastructure Engineer

• Support and develop a modern hybrid infrastructure environment
• Act as a senior escalation point for Level 2 engineers
• Troubleshoot complex incidents and root causes
• Implement infrastructure changes
• Identify opportunities for automation, standardisation and technical improvement
• Contribute to infrastructure projects from design through implementation and operational handover
• Work closely with Technical Engineering, Operational Security and Enterprise Architecture teams
• Support the wider technology roadmap

Infrastructure Engineer – M365, Azure

• Support and develop a modern hybrid infrastructure environment
• Work with Microsoft Azure, Microsoft 365 and Exchange Online, Active Directory and Entra ID, Microsoft Intune and Autopilot, Windows Server, VMware, backup and disaster recovery, endpoint and infrastructure security, monitoring and infrastructure resilience
• Act as a senior escalation point for Level 2 engineers
• Troubleshoot complex incidents and root causes
• Implement infrastructure changes
• Identify opportunities for automation, standardisation and technical improvement
• Contribute to infrastructure projects from design through implementation and operational handover
• Work closely with Technical Engineering, Operational Security and Enterprise Architecture teams
• Deliver the wider technology roadmap
• Support one of Wanstor's customers from offices in The Shard, London

Service Desk Team Lead

Infrastructure Engineer – M365, Azure

Infrastructure Engineer, Azure, M365