Technical Support Lead

4 months ago

Felixstowe, United Kingdom Marshall Wolfe Full time

**IT Support Team Lead - Technical Analyst Lead - Support Technician**

Our client are looking to recruit the services of an IT Technical Support Team Lead to join their team based in Felixstowe, Suffolk. The post holder will be required to provide leadership to, and oversee the daily activities of the technicians responsible for providing support services and solutions within agreed SLA’s.

As a Member of the IT support team, directly reporting to the IT Support Manager, you will have direct responsibility for Technical Analysts and functional responsibility for team members working in this area.

Responsibilities will include:

- Leadership of a multi-disciplinary 24x7 team of Technical Analysts as the first point of contact, ensuring adequate resource is available for uninterrupted service at all times.
- Maintain focus of the whole life cycle of tickets including incidents, problems and change

requests and act as a point of escalation to the IT Support Manager.
- Manage the team to ensure that agreed personal and business objectives are met and appropriate qualitative standards are achieved.
- Produce and maintain accurate documentation in relation to supporting auditable activities.
- Proactively manages and solves problems, making decisions within remit of their role. Displays consideration and a practical view when seeking resolutions, working to find the best option for the business at all times.
- Ensures continuous service improvement is embedded in day to day practices

Required skills and experience:

- Proven experience in an IT Support/helpdesk role, with proven track record of contributing within the whole support lifecycle.
- Experience of desktop and server support
- Previous team-lead experience preferable
- Experience of working in an ITIL environment, with ITIL Foundation level or equivalent recognised IT service provision qualification.
- Knowledge of computer architecture and the fundamentals

This the chance to join a organisation with excellent career progression and training opportunities. Please forward your CV in the first instance for more information.

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

**Salary**: £40,000.00-£50,000.00 per year

**Benefits**:

- Company pension

Schedule:

- Day shift
- Monday to Friday

Ability to commute/relocate:

- Felixstowe: reliably commute or plan to relocate before starting work (required)

Work Location: In person

Reference ID: I/STL/VC

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