IT Service Desk Leader

7 months ago

Burnley, United Kingdom Bowland IT & Telecoms Full time

As our IT Helpdesk Lead, you will work alongside colleagues at our dynamic and fast-paced office premises to ensure our technical support team respond to tickets in a timely manner and communicate continuously and effectively with our clients. As an integral part of our Management Team, your skills will help us to improve our processes and systems deliver to ensure that we consistently deliver world class customer care to our clients.

Bowland IT & Telecoms is split into two service sectors; IT & Telecoms. Our ideal Helpdesk Lead will be responsible for handling the complete work load of the IT sector within our company. This will involve managing priorities, issuing projects and jobs to our technicians whilst keeping close contact with our clients to ensure they are continuously satisfied with the service that we offer.

**RESPONSIBILITIES**:

- Manage our IT sector, including the helpdesk, customer service, vendor (supplier) agreements, and team members within IT themselves;
- Provide strong leadership to the team, setting clear goals and expectations;
- Motivate team members to achieve their best performance and foster a positive work environment.
- Delegate tasks effectively and ensure that each team member understands their role and responsibilities.
- Conduct regular performance evaluations and provide constructive feedback to team members.
- Address any conflicts or issues within the team in a timely and professional manner.
- Provide technical support and troubleshooting to end-users in the event of needing to step in when our support team need additional assistance;
- Manage and resolve help desk tickets in a timely manner;
- Monitor network performance and ensure all systems are operating correctly;
- Collaborate with other IT teams to escalate and resolve complex technical issues;
- Document processes, solutions, and user information accurately;
- Handling customer device repair bookings and providing adequate communication before and after booking in the workshop.

**REQUIREMENTS**:

- Provide strong leadership to the team
- Strong Communication and Interpersonal Skills
- Excellent problem-solving abilities and attention to detail.
- Experience in project management and team coordination.
- Ability to work well under pressure and adapt to changing priorities.

**TECHNICAL KNOWLEDGE**:

- Networking Knowledge such as DNS, DHCP, IP Addressing, Routing and Switching, WIFI routers and access points;
- Experience with both Apple and Windows operating systems would be advantageous;
- Previous experience with Axcient Backup and Webroot Anti Virus or similar would be advantageous;
- Previous experience with RMM software, such as Ninja, Atera or similar would be advantageous
- Server support experience such as Active Directory, Domain Controllers, File Storage is essential;
- Experience with hardware repairs, and diagnosing hardware faults is essential.

**Job Types**: Full-time, Permanent

**Salary**: £30,000.00-£35,000.00 per year

**Benefits**:

- Company car
- Company pension
- On-site parking
- Work from home

Schedule:

- Monday to Friday

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- Technical support: 5 years (required)
- Leadership: 2 years (required)

Ability to Commute:

- Burnley (required)

Ability to Relocate:

- Burnley: Relocate before starting work (required)

Work Location: In person

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