Job Description

WGM Engineering is one of Scotland's leading engineering solution providers and performing responsibly is integral to our success and sustainability. We are committed to delivering projects and services whilst ensuring that we meet our customer and society needs, whilst managing the social and environmental impacts of our business. Since trading commenced in 1986, WGM has continued to develop its operations to adhere to the marketplace and client demand. This has been achieved by offering a unique and total service where Mechanical, Electrical and Civil Engineering disciplines are provisioned under the one roof. Aligning our three disciplines and our strategically located service centres offers a total turnkey solution to clients countrywide and ensures we are the number one engineering company of choice.

WGM Engineering have a current requirement for a Senior IT Support Analyst based in Glasgow on a hybrid working capacity. The Senior IT Support Analyst will be responsible for the day-to-day operational performance of the IT Support team at WGM Engineering. This role ensures the delivery of high-quality, customer-focused IT support services across the organisation, while also contributing to the continuous improvement of IT operations.

Main duties and responsibilities

Lead the IT Service Desk team to ensure timely and effective resolution of IT Tickets. Coach the IT Service Desk team to support their individual and collective professional development. Monitor and report on service desk performance against agreed KPIs and SLAs and ensure alignment with ITIL best practices. Act as an escalation point for complex or high-priority issues, ensuring prompt resolution and clear communication. Develop, maintain and enforce IT support policies, procedures and knowledge base content to ensure consistency and compliance. Promote a customer-first mindset and ensure a consistent, professional approach to IT support. Facilitate regular team meetings and 1:1s to support staff communication, development and engagement. Support IT Infrastructure team to ensure smooth transition of projects to BAU. Drive Continual Improvement mindset. Ensure System Integrity, Data Protection, Security, Backup and Disaster Recovery are maintained at the levels required by WGM. Manage stakeholder relationships, identifying opportunities for improvement. Inspire, motivate and guide others toward accomplishment of WGM's goals and objectives; encourage and facilitate cooperation within the company to develop a common focus; and develop leadership skills in others through coaching, mentoring, rewarding and guiding employees.
To be considered for this position you will have at least 3-5 years proven experience in a senior IT Support or Team Lead role, ideally within a service desk environment. The ideal candidate will have Microsoft 365 Administrator (ideally certified) or equivalent, Experienced, hands-on design and delivery of most of the following, mobile Device Management across PC & Smartphone/ Tablet estate, cyber essentials Plus, LAN / WAN Technologies, transition from on prem to cloud (SharePoint & Azure).

Benefits

We offer a competitive package, including:

32 days holiday, increasing to 36 based on length of service. Enhanced pension scheme. Life assurance scheme. Salary sacrifice - (Electric vehicle scheme, annual leave purchase & cycle to work). Remote & hybrid working options (subject to role requirements). Enhanced maternity & paternity Leave. Company sick pay (available after qualifying period). Employee discount programme.
Job Type: Full-time

Pay: 38,000.00-45,000.00 per year

Work Location: In person