IT Support Team Leader

Job Description

JOB PURPOSE

As our IT Support Lead, you will be motivated by providing the best helpdesk IT experience possible.

Participating in day-to-day workload and ticket priority management with the wider support team you will ensure SLAs are adhered to.

The Support Lead also works with the IT Operations team, supporting various forms of IT from Microsoft 365, Azure, VMWare farm, Procurement, starters and leavers and other IT related issues raised by users.

Other IT duties can be assigned from time to time (e.g. support or coordination for new IT Services Implementation Projects involving our fleet)

*This is a fully office based position*

KEY ACCOUNTABILITIES

• Manages the end to end support of the team
• Implements improvements for operational IT support services
• Supports VMWare server farm, personal computing, smart devices, meeting room conferencing and multifunction devices
• Manages security updates and patches
• Improves and standardises setup process of workstations and necessary peripheral devices for new starters
• Utilises available tools to automate more of the installation and configuration of the required software and the access to the various IT services
• Ensures all processes are fully documented
• Ensures all incidents and requests are logged in the ITSM tool
• Supports with procurement of IT equipment and manages stock
• Performs troubleshooting to diagnose and resolve IT problems
• Manages and monitors various IT licenses

QUALIFICATIONS (skills, competencies, experience)

• Strong knowledge and experience in managing and developing a Service Desk Team in an business enterprise setting
• Experience and knowledge in service desk activities such as networking, active directory administration, Microsoft 365, Windows servers and infrastructure including Microsoft Azure
• Fluent in the English language, knowledge of other European languages is a advantageous
• Excellent diagnostic and problem solving skills
• Excellent communication ability
• Good team player, able to motivate the team to achieve better SLA, including coaching
• Experience dealing with suppliers

VISA REQUIREMENTS (if any)

• Full Right to Work in the UK required

Job Type: Full-time

Benefits:

• Company pension
• Employee discount
• On-site parking

Schedule:

• Day shift

Application question(s):

• This role is a full time office based position. Is this something you are happy to commit to?

Experience:

• Technical support: 3 years (preferred)

Work authorisation:

• United Kingdom (preferred)

Work Location: In person