Senior IT Support Analyst

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.

• 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, LAN / WAN Technologies, transition from on prem to cloud (SharePoint & Azure).

• 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.
• Life Assurance
• Cycle to Work Scheme
• Discounted Gym Membership
• Mental Health Support
• Electric Vehicle Salary Sacrifice Scheme

Monthly Salary: 38,000 – 45,000

We are committed to fostering an inclusive workplace that welcomes individuals from all backgrounds, experiences, and perspectives. We actively encourage applications from candidates of all genders, races, ethnicities, ages, neurotypes, religions or beliefs, sexual orientations, and those with disabilities.