Implementation Lead

Ref: 1353Monday 6 March 2023

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We are looking for an Implementation Lead on behalf of our client based in Glasgow, hybrid. 

The Implementation Lead plays the integral role of leading the planning and implementation of new client projects, enabling the growth of the company and its client base. This role also provides operational IT support for clients and acts as point of escalation for client queries from other Technicians. If you thrive in a fast-paced environment, enjoy being client facing and working on exciting projects, then we want to hear from you!  

What you will be doing:-

  • Lead the planning and implementation of client project work.
  • Carry out the operational execution of projects.
  • Manage and guide team members on the technical components of projects.
  • Coordinate activities of the Technicians involved in the projects, identifying necessary resources and developing schedules to meet completion deadlines.
  • Identify scope and impact of project risks and issues, raising these and creating solutions.
  • Operationally engaged and actively work on client requests via helpdesk or telephone, taking ownership of issues and managing them through to resolution.
  • Update the ticketing system, ensuring enquiries have been logged and all notes, progress and required actions have been inputted promptly and accurately.
  • Configure and fix hardware, servers, networks, email accounts, back-ups on IT devices.
  • Perform software builds/re-builds on PCs and laptops.
  • Troubleshoot system and network problems.
  • Set-up VPNs and resolve shared drive connections.
  • Ensure write-up and documentation of new IT issues from clients or new processes.
  • Support other technicians with operational matters and act as point of escalation for client queries which cannot be resolved by 1st or 2nd line support. 
  • Provide training, helping technicians work through difficult technical problems, develop their skills and offer experienced assistance.
  • Deputise for the Support Coordinator when required.
  • Any other activities as may reasonably be required the line manager from time to time.


What do you need to succeed:-

Essential skills:-

  • Previous experience of planning and implementing multiple IT projects in parallel. 
  • Comfortable managing an IT stack and supporting other technicians in a team.
  • Previous experience in an IT customer facing role and dealing with escalated customer queries.
  • Technical knowledge of a wide range of computing systems, hardware and software including knowledge of Microsoft Windows and macOS.
  • Good working knowledge and practical experience of Microsoft Windows Server and Azure technologies.
  • Experience of maintaining and troubleshooting networks such as CCNA, DNA or equivalent.
  • Confident user of Microsoft 365 and windows servers.

Desirable skills:-

  • Experience with Syncro or equivalent (ticketing service).
  • Experience with Linux operating system or similar.
  • Networking qualification.
  • Educated to college or University degree level in computer related discipline or equivalent.
  • Full, clean driving licence.

Travel Required

Occasional travel to client sites as required.