IT Support Team Leader

2 months ago


Cardiff, Cardiff, United Kingdom Context Recruitment Full time

IT Support Team Leader - London - Up to 50,000 PA

IT Support Team Leader sought by a well-known organisation with numerous sites spread across the county. The business is involved in delivery high-quality projects across the construction industry. This well-established business are about to enter considerable operational change making it an exciting time to join and be a part of their journey.

The IT Support Team Leader is a crucial component in ensuring the effective management of the service desk which supports circa 1200 users across the country and a vast array of business systems. You will be responsible for leading a team of IT support specialists, ensuring smooth operation of IT systems, and providing exceptional support/mentoring to staff.

Responsibilities:

  • Oversee service desk processes including service requests, incidents and problem tickets
  • Manage and co-ordinate urgent and complicated support issues and act as escalation point for requests and incidents
  • Manage Major Incidents and contribute to Problem Management reviews and process
  • Help develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organisation and that of the new vendor
  • Provide data and reporting of KPI's and SLA's and trends to IT department and others, as needed
  • Drive root cause analysis and help develop strategies for improvement
  • Work towards making the Service Desk overarch the IT processes and service delivery channel for the IT as a whole using ITIL as the framework
  • To support the development of an effective and workable framework for managing and improving customer IT support in the organisation, especially through the transition period to a new service desk provider
  • Work on assigned calls and take them through to resolution. To provide consistent, high quality documentation for all systems and processes
  • To carry out Service Reviews with key internal and external suppliers

Requirements:

  • Experience with ServiceNow
  • Proven experience of leading a service desk operation in a busy/multisite environment
  • Experience managing teams of service desk staff (minimum of 4 individuals)
  • Excellent service management skills
  • Extensive experience managing multiple third party suppliers, regularly reviewing their service and performance
  • Demonstrable ability to lead and to effectively communicate with staff at all levels including a proven ability to communicate with technical and non - technical staff across multiple disciplines
  • Formal Training and advanced understanding of ITIL principles and practice
  • Excellent customer service and communication skills
  • Experience supporting and administering Windows operating systems (Windows desktop, Exchange, Active Directory, etc.), and ideally Citrix.

Paying up to 50,000 PA plus some excellent benefits



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