Senior IT Support Engineer & Service Desk Lead

Mediq UK are a supplier of healthcare consumables, healthcare equipment, cleaning, and hygiene products, as well as healthcare devices to hospitals, care homes, and other facilities serving the healthcare sector in the UK.

We are recruiting for a Senior IT Support Engineer & Service Desk Lead at our HQ in Castle Donington . This role is ideal for a technically skilled IT professional who wants to remain hands-on with infrastructure and support technologies while stepping into a leadership position.

You’ll play a pivotal role in supporting our supply chain operation and services. Operating within an outsourced environment with multiple vendors and Master Service Agreements (MSAs) and take ownership of the UK IT Service Desk, guiding its evolution from a reactive break/fix function to a proactive, strategic partner that delivers measurable business value.

As a key figure in shaping the direction and delivery of IT services, you’ll work closely with stakeholders across the business to align technology with organisational goals, improve service engagement, and drive continuous improvement.

Salary - £60,000

Responsibilities:

Technical Support & Escalation

• Provide expert-level hands-on support for complex infrastructure, network, application, and cloud-related issues.
• Act as the final escalation point for 1st and 2nd line support teams.
• Perform root cause analysis and implement long-term solutions.
• Support and maintain core systems including Windows Server, Active Directory, Microsoft 365, Azure, and virtualisation platforms (VMware/Hyper-V).
• Deliver application support across key business platforms, ensuring performance, reliability, and user satisfaction.
• Manage and optimise hybrid cloud environments, integrating on-premise and cloud-based services.

Service Desk Leadership

• Lead and manage the UK IT Service Desk team, ensuring high performance and excellent customer service.
• Develop and implement ITIL-aligned processes to improve incident, problem, and change management.
• Monitor and report on SLAs, KPIs, and service desk metrics to drive accountability and transparency.
• Foster a culture of ownership, continuous learning, and proactive support.

Strategic Engagement & Continuous Improvement

• Transform the service desk into a proactive function that anticipates and prevents issues before they impact users.
• Build strong relationships with business units to understand their needs and align IT services with strategic priorities.
• Champion initiatives that enhance user experience, including automation, self-service portals, and knowledge base development.
• Lead integration efforts following mergers and acquisitions, ensuring seamless onboarding of systems, users, and processes.
• Collaborate effectively with external vendors and partners under MSAs to ensure consistent service delivery and alignment with business goals.
• Identify and implement service improvements that deliver tangible business value.

What are we looking for?

We are looking for a technically minded individual with proven experience in a 3rd line or infrastructure focussed position with strong knowledge of Windows Server, Active Directory, Group Policy, Microsoft 365, Azure, and networking fundamentals. It would be great if you have:

• Advanced troubleshooting: The ability to diagnose and resolve complex hardware, software, and network issues.
• In-depth knowledge of server operating systems: Like Windows Server and Linux, including virtualization technologies
• Strong scripting skills: Proficiency in scripting languages like PowerShell for automation and system management.
• System performance analysis: Ability to analyze system performance, identify bottlenecks, and implement optimizations
• Experience managing or mentoring IT support teams.
• Proven experience supporting business applications and cloud hybrid environments.
• Exposure to post-M&A IT integration, including systems consolidation and user migration.
• Experience working in outsourced environments with multiple vendors and MSAs.
• Familiarity with ITIL practices and service management tools like TopDesk
• Excellent communication and stakeholder engagement skills.
• Ability to translate technical solutions into business outcomes.

Benefits

• 25 days holiday plus bank holidays
• 4x Life Assurance
• Pension scheme
• Sick Pay
• Cycle to work scheme
• Employee Assistance Programme

Please note that this job description is not exhaustive and additional duties may be assigned as needed.