Helpdesk Team Lead

3 months ago

Chertsey, United Kingdom Krome Technologies Ltd Full time

Are you a highly organised and motivational IT Support Team Leader looking for an exciting new challenge in a busy and thriving MSP?

**The Company**

Krome Technologies is a dynamic, people first technology consultancy delivering a wide portfolio of IT services and solutions across all industry sectors. Our core focus is assisting our clients with achieving their business goals through relevant and forward-thinking technology solutions.

With passion, a high level of integrity along with proven success, we work with our clients as a trusted business partner, advising on how, with appropriate technology advancements, we can help achieve their current and projected business demands.

Our talented people drive us forward, and we believe in encouraging a strong culture of Community, Confidence and Integrity.

**The Role**

An excellent opportunity has emerged for a Helpdesk Team Leader within a highly skilled and ambitious helpdesk team.

You will be performing the day-to-day duties aligned to a Helpdesk Team Leader - including supporting and maintaining client IT systems remotely and providing efficient desktop support to all business users.

The added responsibilities of this role will include;
- Mentoring and coaching junior members of the helpdesk
- Spot checking tickets to ensure the customer service is of an exceptional standard, whilst ensuring SLAs are met and billing is correct
- Maintaining utilisation above 70%
- Managing a helpdesk rota, where engineers are rotated in at different times during the week, and covering Secondee absences to allow the helpdesk to run efficiently
- Working with HR to facilitate the training schedule in accordance with the rota, as well as Annual Reviews and 121’s
- Ensuring that Knowledgebase is up to date for your clients
- Escalating to T2 in a timely manner where a resolution cannot be provided
- Managing the return and repair process for equipment returned to Krome offices
- Basic management of staff and their time, organisation of workload and ensuring that the helpdesk runs smoothly day to day and process is followed

**Requirements**:

- Solid experience as a Senior First Line Support Engineer / Team Lead with the drive & commitment to take on additional responsibility
- Previous Line Management experience, or a genuine enthusiasm for coaching junior team members
- Good understanding of ticket management is essential
- The ability to manage SLA’s and team workload
- The ability to install and decommission a range of hardware Including laptops, printers, PC’s, monitors, servers and racks
- Excellent communication skills (in person and via telephone) and personable, with the ability to build rapport with external clients and internal colleagues
- Highly motivated to knowledge share and show leadership to more junior team members with regards to both technical and interpersonal skills
- Maintaining and updating accurate documentation of administrative tasks
- Accurately using all internal systems and encouraging team members to do so
- A Full UK Driving Licence is preferable

The role is 8.00am - 4.00pm or 10:00am - 6:00pm Monday to Friday (on an agreed rotation)

**The Package**:

- £28,000 - £32,000 Basic (depending on experience)

**Benefits**:

- 4% Employer Pension Contribution
- Flexible Annual Leave Package (25 days, plus Bank Holidays, increasing with Length of Service)
- Employee Assistance Programme
- Private Medical Insurance (applicable after 5 years’ service)
- Learning and Development Programme, aimed to support Career Progression
- Monthly Employee Recognition Awards (Extra Days Holiday or Amazon Voucher Rewards)
- Long Service Recognition Awards for 5, 10, 15 years+
- Complimentary Breakfast Available (8am - 9am Mon to Fri)
- Complimentary Tea/Coffee and Fresh Fruit Available All-day
- Fully Stocked Beer/Wine Fridge for Friday After Work Drinks
- Discounted Corporate Gym Membership
- Cycle to Work Scheme
- Shower Facilities
- Free Private Car Park
- Staff Break Out Room with Pool Table
- Modern, Open Plan, Office Environment
- Quarterly Company-Funded Social Events
- Company-Funded (Voluntary) Participation in our Charity Events
- Electric Vehicle Charging Points are available at our Chertsey Head Office

**Inclusion & Diversity**

Krome Technologies is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive work environment free from discrimination, where all employees are treated with dignity and respect. All aspects of employment at Krome including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, colour, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, or veteran status.

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