Brand Lead

4 days ago

Winchester Hampshire, United Kingdom Shaw Daniels Solutions Full time

Support Lead Location: Hampshire/Hybrid


Reporting to the Head of IT Operations you will have day-to-day management of the IT Service Desk ensuring adherence to the agreed operational SLAs and KPIs whilst maintaining and improving customer service to all business units. The Support team are responsible for the customer service desk and are the front-line support service for all users, providing a valuable technical support service for all staff. You will be responsible for the line management of all Support team members providing clarity on objectives, ways of working and performance measurement. With the DX Programme in progress, you will play a pivotal role ensuring that the Service Desk and Support Team are ready to transition the DX Programme into service in order to achieve strategic goals whilst maintaining service quality and managing customer expectations.

Customer Focus – Understand that customers are at the heart of our service delivery offering and any and all processes focus around that fact with the aim to “delight” at every step.
Communication Skills – Be able to identify and communicate appropriately to your audience at any level of the internal or external business units so they understand your message.
Collaboration - Be able to work within your team, the wider IT team and the business units, communicating effectively on your tasks/progress and understanding the wider context in which you work.
Flexible – A flexible approach is needed to ensure that you can be a point of contact if issues are escalated outside of normal working hours.

Management of the IT Service Desk and Operational Support team, providing mentoring, training, and regular appraisals of their work. Help to identify Support Team training gaps and/ or opportunities
Setting clear individual objectives and ensuring CPD is supported.
Service Desk
Day-to-day management of new and existing tickets that come into the IT Service Desk ensuring issues are triaged to the correct team(s) and in adherence with operational process.
Take ownership and act as initial contact point for escalations, updating IT Management and agreeing next actions if required. Ensure that support services are consistently meeting the needs of the business.
Complete Service reviews for both the IT Management Team and Business Operational Management teams on Incidents/ Service Requests/ Problems and trends.
Work with Head of IT Operations to highlight ideas for improvement within the service desk and develop/ implement best practices and processes in line with ITIL standards.
KPI Management
Ensure the Support team’s SLA’s and KPI requirements are fulfilled.
Ensure the Support team answer calls promptly and deal with any interactions in a professional and timely manner
Provide regular reports to stakeholders on IT Department performance against agreed metrics.
Problem Management
Help to identify re-occurring issues.
Knowledge Management
Ensure that handover notes from any new system/ system change are captured and that the support team have the adequate training to support the changed systems.
Implement new processes/morning checks to comply with the new system requirement as warranted
Take ownership and development of IT Service Desk Management tool looking to review and improve the existing system data/processes ensuring it is fit for purpose for business and IT need.

Demand Management
Ensure team rotas for both Out-of-Hours and underpinning services are agreed, delivered and managed
Inform the management team of any training requirements needed to fulfil your role.
Ensure that team members understand and adhere to company policies and procedures
Ensure that continuous improvement of the customer experience is at the forefront of all operational decisions.
Ensure that appropriate responses are made in a timely fashion to requests / instructions from management, the business or the SRI Group.

Windows 10/11
Microsoft O365 Admin Centre - administration / access
Service Desk tools (ManageEngine is currently used)
Active Directory - Access management
Printer, Network and Telephony configuration and troubleshooting
Ability to analyse data, create reports and deliver internally
Excellent people management skills
You will have at least 5 years IT Service Desk management experience with an excellent level of IT knowledge, escalation and problem resolution.
You must be agile in your attitude with a strong desire to develop and learn.
You must have a passion for providing high quality customer service with the ability to handle multiple tasks effectively and without detriment to service provided.
Strong analytical skills to collect, interpret and utilise data for informed decision making and continuous improvement.
ITIL Foundation Certification (ITIL 4 preferred)

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