Our Client is currently recruiting for an IT Support Team Leader to play an integral part of the IT team. This role includes the line management of the First Line IT Support Technician.

The IT Support Team Leader will oversee the day-to-day internal support desk communications and management. Ensuring exceptional customer service, excellent communication, timely and effective resolution of issues and change requests.

This role bridges communication between the internal developers and staff users to aid in the service delivery and support for the business and wider group.

This role will also play a key part in the scoping, implementation, management and delivery of technical (software, system and hardware) projects, working alongside the IT Programme Manager.

DUTIES & RESPONSABILTIES

Department Procedures

Line management of the internal IT support technician team

Manage the day-to-day operations of the internal support desk

Assist in the implementation of ITIL elements

Ensure effective and clear communications with customers

Oversee and provide software application support delivery

Coordinate and assist in the implementation of key IT projects and systems

Coordinate technical and user incidents, problems and support requests

Assist in the coordination of change requests

Ensure project frameworks are adhered to

Deliver new starter IT systems training

Manage new starter device and user setup

Organise and attend stakeholder meetings

Maintain and Monitor project plans and reports

Team working

Liaise regularly with line manager and team members

Helping/providing cover for other team members as required

Attending team and other staff meetings

Supporting new team members and provide on-the-job training

Provide cover for other staff as agreed by line manager

Communication and Liaison

Keep up-to-date with all written and verbal communications (i.e. emails/messages/calls)

Ensure all records are maintained and kept up-to-date according to company policies and procedures

Monitor, Ensure and manage effective and clear support desk communication within IT Support Technician Team

Training and development

Monitor own work levels, progress and development

Undertake all core training and development programmes as required

Undertake relevant learning according to agreed Personal Development Plan

BENEFITS

33 days annual leave allowance per year (25 days standard plus bank holidays)

Westfield Health Membership (offering cashback on health services plus discounts for retailers and gym memberships)

Life Cover (2 x basic salary)

6-month probation period

Employer pension contribution (4% employer, 4% employee)

Laptop/Phone/other equipment if required as part of job role

Mileage expenses

Referral Scheme