Service Desk Team Leader

Digital Service Desk Team Leader (Contract) Location: Norwich or Chelmsford (site-based) Working Pattern: Full-time, 37.5 hours + on-call rota Contract: 3 month contract initially Pay: £20 - £22 per hour PAYE Overview Our client is looking for a Digital Service Desk Team Leader to oversee the delivery of a high-performing, customer-focused first-line IT support function. This is a hands-on leadership role, responsible for managing Service Desk Analysts and Senior Analysts, ensuring efficient ticket resolution, maintaining SLA performance, and driving continuous improvement across IT support services. You’ll act as the key escalation point for technical and service issues, while working closely with wider digital, infrastructure, and project teams to ensure seamless service delivery. Key Responsibilities Service Desk Operations Oversee the end-to-end lifecycle of incidents and service requests Manage ticket queues, ensuring SLA/KPI performance is achieved Act as the primary escalation point for complex or high-priority issues Monitor ITSM dashboards, identifying risks and performance issues Coordinate resolution activities with infrastructure, applications, and SACM teams Team Leadership & Development Line manage Service Desk Analysts and Senior Analysts Conduct performance reviews, appraisals, and development planning Manage team rotas and ensure adequate service coverage Provide coaching, mentoring, and ongoing support Deputise for senior management when required Technical Support & Incident Management Provide hands-on support during high-demand periods and major incidents Ensure correct triage and escalation of tickets Support major incident and business continuity responses Maintain familiarity with core systems and end-user technologies Service Improvement & Governance Identify trends and recurring issues, supporting problem management Lead or contribute to continuous service improvement initiatives Ensure compliance with ITIL best practices, security, and governance standards Maintain audit readiness through quality assurance and documentation Stakeholder Engagement & Collaboration Work closely with internal IT teams, project teams, and suppliers Support smooth transition of services from project to BAU Ensure accurate capture of asset and configuration data Communicate effectively with stakeholders and manage customer expectations Knowledge & Process Management Ensure knowledge base articles are up to date and relevant Promote best practice and knowledge sharing across the team Oversee specialist areas within the Service Desk (e.g. end-user tech, access, systems) Requirements Proven experience in Service Desk leadership or senior support role Strong understanding of ITIL processes and service management frameworks Experience managing ticket queues, SLAs, and performance metrics Excellent people management, coaching, and leadership skills Ability to act as a senior escalation point for technical and service issues Experience working with ITSM tools and end-user support environments Additional Information Site-based role with flexibility to support across locations if required Participation in an on-call rota Involvement in major incident management and business continuity support Opportunity to play a key role in service development and transformation initiatives

Digital Service Asset and Configuration Management Technician Location: Chelmsford (East of England) Working Pattern: Full-time, on-site, 37.5 hours Contract: Contract Pay rate Pay: £16.40 per hour - PAYE Overview Our client is seeking a Digital Service Asset & Configuration Management (SACM) Technician to support the delivery and maintenance of critical IT services across a multi-site environment. This is a hands-on, hardware-focused role where you’ll play a key part in managing IT asset lifecycles, maintaining configuration accuracy, and delivering high-quality second-line support to end users. Key Responsibilities Asset & Configuration Management Manage the full lifecycle of IT assets (procurement through to secure disposal) Maintain and ensure accuracy of the CMDB Conduct regular asset audits and resolve discrepancies Monitor asset performance and recommend improvements Ensure compliance with software licensing and regulatory requirements Manage stock levels of IT hardware, software, and peripherals Technical Support & Service Delivery Provide second-line support for devices, software, and peripherals Troubleshoot, diagnose, and resolve technical issues Support hardware and software deployments (laptops, desktops, mobile devices) Assist with project-based rollouts and integrations Deliver AV setup and ongoing maintenance where required Maintain accurate records within ITSM tools and meet SLA/KPI targets Collaboration & Stakeholder Engagement Work closely with internal IT teams, procurement, and external suppliers Support service desk operations during peak demand Provide user training and guidance on IT equipment and processes Contribute to continuous improvement and best practice adoption Compliance & Reporting Produce reports on asset performance and lifecycle management Support audit activity and maintain documentation Ensure adherence to ITIL practices and governance standards Requirements Proven experience in IT asset management and second-line support Strong understanding of SACM / ITIL frameworks Experience with CMDB, ITSM, and MDM tools Knowledge of hardware deployment, troubleshooting, and lifecycle processes Ability to work across multiple sites (full UK driving licence required) Strong communication and stakeholder engagement skills Additional Information Fully site-based role with travel between locations Participation in on-call rota required Involves physical tasks (e.g. equipment installation, manual handling) Opportunity to contribute to ongoing service improvements and project work

Digital Service Asset and Configuration Management Technician Location: Chelmsford (East of England) Working Pattern: Full-time, on-site, 37.5 hours Contract: Contract Pay rate Pay: £16.40 per hour - PAYE Overview Our client is seeking a Digital Service Asset & Configuration Management (SACM) Technician to support the delivery and maintenance of critical IT services across a multi-site environment. This is a hands-on, hardware-focused role where you’ll play a key part in managing IT asset lifecycles, maintaining configuration accuracy, and delivering high-quality second-line support to end users. Key Responsibilities Asset & Configuration Management Manage the full lifecycle of IT assets (procurement through to secure disposal) Maintain and ensure accuracy of the CMDB Conduct regular asset audits and resolve discrepancies Monitor asset performance and recommend improvements Ensure compliance with software licensing and regulatory requirements Manage stock levels of IT hardware, software, and peripherals Technical Support & Service Delivery Provide second-line support for devices, software, and peripherals Troubleshoot, diagnose, and resolve technical issues Support hardware and software deployments (laptops, desktops, mobile devices) Assist with project-based rollouts and integrations Deliver AV setup and ongoing maintenance where required Maintain accurate records within ITSM tools and meet SLA/KPI targets Collaboration & Stakeholder Engagement Work closely with internal IT teams, procurement, and external suppliers Support service desk operations during peak demand Provide user training and guidance on IT equipment and processes Contribute to continuous improvement and best practice adoption Compliance & Reporting Produce reports on asset performance and lifecycle management Support audit activity and maintain documentation Ensure adherence to ITIL practices and governance standards Requirements Proven experience in IT asset management and second-line support Strong understanding of SACM / ITIL frameworks Experience with CMDB, ITSM, and MDM tools Knowledge of hardware deployment, troubleshooting, and lifecycle processes Ability to work across multiple sites (full UK driving licence required) Strong communication and stakeholder engagement skills Additional Information Fully site-based role with travel between locations Participation in on-call rota required Involves physical tasks (e.g. equipment installation, manual handling) Opportunity to contribute to ongoing service improvements and project work

Web Designer Middlesborough | Hybrid working 2 days remote. Starting salary: £35K - £38K DOE Reed Technology are delighted to be partnering with an established and growing organisation to recruit a Web Designer into their expanding in-house team. This is a particularly exciting opportunity as our client is bringing their design capability back in-house after previously outsourcing it. As a result, this role offers real ownership, influence, and the chance to build and shape a function from the ground up, with clear scope for the position to grow into its own dedicated area within the business. Operating across both B2B and B2C markets, the organisation is investing heavily in its digital presence, with several high-profile platforms and ambitious plans for future development. The Role Working closely with Marketing, IT, and senior leadership, you’ll take ownership of UX/UI design across multiple digital platforms, including the corporate website, product ordering system, and internal intranet. This is a highly visible role where your work will directly influence customer experience, digital performance, and brand perception. Alongside core digital responsibilities, you’ll also contribute to the wider brand presence, including imagery, campaign assets, showroom materials, and marketing content. Skills Experience delivering web projects in a design, digital, or marketing environment Strong UX/UI capability with a user-first approach Proficiency in Figma and Adobe Creative Suite Knowledge of SEO, analytics, accessibility, and performance optimisation Confident communicator, able to engage both technical teams and senior stakeholders Detail-oriented with strong problem-solving skills Desirable Experience in B2B, manufacturing, construction, or trade environments Exposure to internal platforms such as configurators or quoting tools Experience with email marketing platforms Involvement in developing or maintaining a Design System The Opportunity This is more than a typical design role. With design previously outsourced, you’ll be stepping into a position where you can: The opportunity to take full ownership of the digital design function Shape UX strategy, design standards, and brand consistency Build scalable processes and systems, including Design Systems Develop the role into a standalone, strategic design capability over time You’ll have the backing of senior leadership and the opportunity to make a visible, lasting impact across the business. To apply please send your CV to siobhan.maley@reed.com

Business Analyst £45,000 6 Month FTC East Midlands (Hybrid working) We are working exclusively with a large, forward-thinking organisation seeking a Business Analyst to join their Digital & Technology team. This is an exciting opportunity to play a key role in delivering impactful digital and business change initiatives across a complex, multi-stakeholder environment. You will work closely with stakeholders to understand business needs, identify improvement opportunities, and support the successful delivery of projects from concept through to implementation. Key Responsibilities Elicit, analyse and document business and user requirements, translating these into clear deliverables (epics, features, user stories) Conduct business process mapping (As-Is / To-Be) and gap analysis to support transformation initiatives Engage with stakeholders across the organisation through workshops, interviews and collaboration sessions Support development of business cases, project documentation, and options appraisals Define acceptance criteria and ensure alignment with business objectives Perform impact assessments across systems, processes, and operating models Work within and support Agile delivery environments, including prioritisation of requirements Facilitate smooth transition of delivered solutions into operational use, including testing and rollout support Key Skills and Experience We’re looking for an experienced Business Analyst with a strong blend of analytical, stakeholder engagement, and delivery skills. Essential: Proven experience in requirements gathering, analysis and documentation Strong business process mapping/modelling experience Excellent stakeholder management and communication skills Ability to analyse complex business problems and propose practical solutions Strong organisational skills with the ability to manage multiple projects simultaneously Experience working in a customer-focused or user-centred environment Desirable: Experience working in an Agile environment Exposure to higher education or complex public sector organisations Relevant certifications (e.g., BCS/ISEB Business Analysis) If you’re a proactive Business Analyst looking to make a real impact within a dynamic organisation, please apply using the link.

Project Manager - Higher Education £50,000 6 Month FTC East Midlands (Hybrid working) We are partnering with a large, progressive organisation to recruit a Project Manager into a growing Digital & Technology function. This is a fantastic opportunity to lead and deliver a range of digital, infrastructure, and business change projects within a complex environment. You’ll take ownership of projects from initiation through to delivery, ensuring they are completed on time, within budget, and aligned to wider organisational priorities Key Responsibilities Manage the end-to-end delivery of projects, from business case through to implementation and closure Develop and maintain project plans, milestones, RAID logs, and KPIs to track progress and risks Apply and champion Agile and best practice project management methodologies Monitor performance against timelines, budgets, and objectives, ensuring transparency and control Build strong relationships and manage engagement with stakeholders across the organisation Provide clear and concise reporting to governance forums, project boards, and senior stakeholders Oversee project risks, dependencies, and issues, ensuring appropriate mitigation strategies are in place Support procurement activities and ensure compliance with organisational policies and standards Key Skills and Experience We’re looking for an experienced Project Manager who thrives in a fast-paced delivery environment and is confident managing multiple projects and stakeholders. Essential: Proven experience delivering end-to-end digital, IT, or transformation projects Strong knowledge of project management methodologies (Agile, Waterfall, or hybrid approaches) Experience managing budgets, resources, risks, and project governance Excellent stakeholder management and communication skills, including working with senior leaders Ability to lead and coordinate project teams to deliver high-quality Strong analytical and problem-solving skills, with the ability to make data-driven decisions Desirable: Project management certification (e.g., PRINCE2, Agile, MSP) Experience within higher education or large, complex organisations If you’re a delivery-focused Project Manager looking for your next challenge within a dynamic and evolving organisation, please apply using the link provided.

Project Manager - Higher Education £50,000 6 Month FTC East Midlands (Hybrid working) We are partnering with a large, progressive organisation to recruit a Project Manager into a growing Digital & Technology function. This is a fantastic opportunity to lead and deliver a range of digital, infrastructure, and business change projects within a complex environment. You’ll take ownership of projects from initiation through to delivery, ensuring they are completed on time, within budget, and aligned to wider organisational priorities Key Responsibilities Manage the end-to-end delivery of projects, from business case through to implementation and closure Develop and maintain project plans, milestones, RAID logs, and KPIs to track progress and risks Apply and champion Agile and best practice project management methodologies Monitor performance against timelines, budgets, and objectives, ensuring transparency and control Build strong relationships and manage engagement with stakeholders across the organisation Provide clear and concise reporting to governance forums, project boards, and senior stakeholders Oversee project risks, dependencies, and issues, ensuring appropriate mitigation strategies are in place Support procurement activities and ensure compliance with organisational policies and standards Key Skills and Experience We’re looking for an experienced Project Manager who thrives in a fast-paced delivery environment and is confident managing multiple projects and stakeholders. Essential: Proven experience delivering end-to-end digital, IT, or transformation projects Strong knowledge of project management methodologies (Agile, Waterfall, or hybrid approaches) Experience managing budgets, resources, risks, and project governance Excellent stakeholder management and communication skills, including working with senior leaders Ability to lead and coordinate project teams to deliver high-quality Strong analytical and problem-solving skills, with the ability to make data-driven decisions Desirable: Project management certification (e.g., PRINCE2, Agile, MSP) Experience within higher education or large, complex organisations If you’re a delivery-focused Project Manager looking for your next challenge within a dynamic and evolving organisation, please apply using the link provided.

Dynamics Lead Developer – D365 / Azure Dynamics 365 CRM, Genesys Cloud CX, Azure, .NET/C#, Agile, Digital products, CI/CD, Power Platform, Azure Functions, Service Bus, API integrations, Terraform, Azure DevOps, Infrastructure as Code (IaC), Microsoft Power Platform tools (Power Automate, Power Apps, Dataverse), DevOps practices 6 months initial contract £500-£600 per day via Umbrella 2 days per month in Bedford Join our Tech & Change team as a Lead Developer, where you will guide development on one or a small number of related project teams. This role is pivotal in leading the development of our Dynamics 365 CRM and Genesys Cloud CX solutions, as well as integrations into our broader Azure-based architecture. Day-to-Day of the Role: Lead the development of digital products using D365 CRM, .NET/C#, and Azure services, ensuring efficient, modular, and maintainable code. Produce testable code complete with unit and integration tests. Establish and enforce coding standards, engineering practices, and CI/CD approaches across D365 and related integrations. Define and establish reusable engineering patterns, shared components, and solution templates across D365 and Power Platform to ensure consistency, scalability, and accelerated delivery. Make clear technical decisions regarding the use of plugins, custom APIs, Azure Functions, Service Bus, and other distributed components. Ensure D365 solutions align with our engineering standards, DevOps practices, and architectural governance. Build and manage Azure resources to support scalable and secure application backends. Leverage Azure Service Bus topics and queues to orchestrate asynchronous workflows and decouple services. Use Terraform for Infrastructure as Code (IaC) to provision and manage cloud environments. Release code and D365 solutions via Azure DevOps pipelines. Implement robust logging, monitoring, and observability patterns across D365 and Azure components. Document technical designs, configurations, and deployment procedures to support maintainability and knowledge transfer. Required Skills & Qualifications: Strong C# / .NET engineering background, with experience building enterprise-grade, maintainable, and testable solutions. Extensive experience customising and extending Dynamics 365 CRM, including plugins, SDK, Web API, and Dataverse. Hands-on experience with Microsoft Power Platform tools (Power Automate, Power Apps, Dataverse) used in conjunction with custom code and integrations in enterprise environments. Experience designing and implementing Azure-based integrations, including Azure Functions, Service Bus, and API integrations within distributed architectures. Experience leading engineers or technical workstreams, including setting coding standards, mentoring developers, and contributing to architectural decisions. Desirable: Experience integrating with Genesys APIs or similar contact centre platforms. Experience with Customer Service, Sales, and Marketing modules. Experience configuring and customising D365 CRM components (workflows, dashboards, forms, views, reports) with an understanding of when configuration is appropriate versus custom code or external services. In the first instance, please submit your CV.

Junior IT Support Technician Location: Antrim Job Type: Full-time | Office-based Salary: £25,000 – £30,000 per annum Reed Technology is delighted to be working with an excellent company based in Antrim for a Junior IT Support Technician to join their dynamic team. This opportunity is well suited to an individual at the beginning of their IT career with a strong interest in technology and a commitment to providing high-quality support to end users. The successful candidate will be involved in delivering daily technical assistance across a range of systems, communication tools, and infrastructure, helping to maintain the smooth running of business operations. Key Responsibilities Serve as the initial contact for technical support requests, managing queries through an internal ticketing system. Record, track, and resolve incidents, service requests, and system changes in a timely manner. Diagnose and fix issues relating to hardware, software, mobile devices, and network connectivity, both on-site and remotely. Refer more complex or advanced technical problems to senior colleagues when necessary. Assist with user account management, including access rights and password support. Support employee onboarding and offboarding activities from an IT perspective. Adhere to established procedures and make use of internal knowledge bases to ensure consistent service delivery. Maintain accurate and up-to-date records of all support activities within internal systems. Deliver a professional, approachable, and customer-focused support service at all times. Work collaboratively with the wider IT function to ensure efficient issue resolution. Skills & Experience Required A relevant IT qualification (such as a degree, diploma, or similar). A minimum of one year’s experience in an IT support or service desk environment. Previous experience interacting directly with customers or end users. Strong interpersonal and communication skills, with the ability to work well as part of a team. Good organisational skills, with the ability to manage priorities and work effectively under pressure. A sound understanding of general IT systems and fundamental networking principles. Familiarity with standard health & safety guidelines and IT security best practices. For more information, including package details, please contact Niall at Reed Belfast, apply via this advert, or contact me confidentially on LinkedIn

1st Line Support Salary: Up to £25,000 depending on experience plus excellent large company benefits a Location: South West London (SW20) - Hybrid working Job Type: Permanent We are offering an exciting opportunity for an aspiring technical professional to join a busy and growing help desk as a Junior IT Support. This role is ideal for someone looking to support internal users across an O365 estate and eager to grow and develop key skills in MS365 support. Join a leading national business that is heavily investing in a Digital Workplace and IT Infrastructure, with a presence across multiple sites in the UK and Europe Day-to-day of the role: Provide first-line support to internal users, ensuring high-quality assistance and user satisfaction. Troubleshoot and resolve issues related to Office 365 and Windows Technologies. Communicate effectively with a variety of users, offering support and guidance. Utilise ticketing systems such as Service Now to manage and track user requests and incidents. Contribute to the development and improvement of IT support processes and services. Required Skills & Qualifications: Good telephone manner and experience in telephone support. Excellent communication skills with the ability to liaise with a variety of users. Knowledge of O365 is advantageous, as is exposure to Service Now or similar ticketing systems. IT-related qualification such as an apprenticeship or degree is beneficial. A strong desire to develop and grow within a busy IT service desk environment. Benefits: Competitive salary with growth potential. Opportunity to work in a hybrid environment, offering flexibility. Chance to be part of a company investing in digital transformation and IT infrastructure. Support for professional development in a dynamic and supportive setting.