Senior IT Engineer taking ownership of complex issues and mentoring junior engineers at a hybrid role in Edinburgh. Engaging with clients and ensuring IT systems security and reliability.
About the role
- Providing operational leadership for IT support operations to ensure high-quality service delivery. Leading IT support activities and continuously improving processes at TMEIC Corporation.
Responsibilities
- Provide operational leadership for IT support operations to ensure responsive, high‑quality service delivery aligned with infrastructure and business objectives
- Lead and execute day‑to‑day IT support operations through coordination and prioritization of IT support activities
- Assign, prioritize, and rebalance IT support work to meet service expectations
- Define and maintain IT support procedures and standards, aligned with best practices and regularly reviewed for relevance
- Ensure proper escalation and resolution paths are followed for all IT support cases, coordinating across teams as needed
- Monitor IT support trends and metrics to identify issues, track performance, and drive service improvements
- Ensure alignment of priorities, facilitate knowledge sharing, and drive effective coordination to resolve IT issues efficiently
- Implement tools to enhance IT support efficiency, including service management platforms, automation solutions, and remote IT support tools
- Lead IT support resources to ensure technical proficiency and service standard adherence
- Ensure effective execution of IT support operations by coordinating IT support activities and client service excellence
- Proactively assess and provide IT support performance feedback to manager on an ongoing basis
- Lead problem management efforts by identifying root causes of recurring issues and implementing permanent solutions
- Drive continuous improvement in IT support processes and customer experience
- Forecast IT support needs and identify resource and tool requirements for budget and MRP planning
Requirements
- Associate’s degree in computer science, computer engineering, electrical engineering, or related field or equivalent via education and/or work experience
- 5 years’ experience in IT support or help desk services
- Demonstrated success leading IT technical and business projects
- Demonstrated success identifying system gaps and emerging technologies that increase accuracy, productivity, and business growth
- Demonstrated ability to deliver a project or multiple projects on time, from concept through deployment
- Demonstrated successful working relationships with clients, suppliers, and other internal and external contacts
- Demonstrated successful and positive personal leadership, interpersonal, organizational, administrative, and communication skills
- Demonstrated continuous improvement in areas of responsibility
- Proficiency in MS Office
- Availability to travel domestically and internationally, less than 5%, sometimes with limited notice
- Demonstrated experience with ITIL frameworks
- Familiarity with Microsoft 365 administration
- Demonstrated experience in manufacturing or multi-site enterprises
- Demonstrated experience implementing knowledge bases and self-service portals
- Demonstrated experience in a recognized business process methodology
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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