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IT Service Desk Team Lead

4 months ago

Staffordshire, United Kingdom OCC Computer Personnel Full time

IT Service Desk Team Lead, 24x7 Ops, Patching, Infrastructure 

Experienced IT Shift Team Lead to head up a 24x7 operations IT support team, this is a pivotal role leading a team of 24x7 IT Support Engineers. You will ensure the seamless operation of the IT infrastructure round-the-clock and be instrumental in managing, guiding, and enhancing the performance of the IT engineering team. This is working in the defence and security industry.

This is a brand-new role; the client are looking for a team leader with strong leadership & team management. You will oversee the shift operations, providing leadership and direction to an IT team of 24x7 Support Engineers.  Looking for someone with strong ITIL, incident escalation and management, serve as the first point of escalation for complex incidents.  You will coordinate with engineers to ensure efficient and timely resolution, maintaining high service levels.

As the team lead you will look at schedule management, organising and managing the shift rota, to ensure optimal staffing levels across all shifts to maintain uninterrupted service. This will include handling shift changes, leave requests, and cover arrangements to ensure a balanced workload. Performance monitoring, monitor system performance and team effectiveness, identifying areas for improvement, implementing strategies to enhance productivity and service quality.

Ideally a minimum of 5 years in IT support, service desk, including significant experience in 2nd and 3rd line roles, prior leadership, or supervisory experience in a 24x7 operational MSP environment preferred.

Due to the nature of the business, you will either hold current security clearance or be willing /capable of obtaining security clearance with a view to obtaining DV clearance. The client has offices in Stoke On Trent and they need someone local, who drives to work their 12 hour, 24/7 shifts.

This is an excellent leadership opportunity where you can make a difference, building a solid team in a collaborative environment.  Tech stack currently supported but not limited to:

Policy & Procedure management Required Experience 
Patching, patch management
Windows 10 /11
Office 365 suite
Windows Server 2016 to 2022
Active Directory Administration
VMware Horizon, ESXi & vSphere
Enterprise Cloud Platforms – Azure/AWS
Mobile Device Management Solutions
Software/Hardware Infrastructure Patching
End User Hardware - Laptops/Thin Clients
Enterprise Backup Solutions
Anti-Virus Solutions
Networking Fundamentals
SharePoint Administration