Helpdesk Team Leader

6 months ago


Crawley, United Kingdom Clearwater People Solutions Full time

The Technical Team Lead will be working on a permanent, full-time basis and working 2 days in the office and 3 days from home in a hybrid working pattern. The Technical Team Lead will also be working with a team of engineers to help ensure the team has an outstanding and excellent performance in the delivery of IT support.
**Key Responsibilities for the Technical Team Lead**:

- Coach the team of engineers to help deliver an average of 10 tickets closed per member per day.
- Provide mentoring to the tech team so they are working efficiently and accurately.
- Deliver team closure targets.
- Ensure all customer communication is done in an efficient and timely manner.
- Demonstrate the company's core values.
- Ensure the processes and SOPs are followed by the tech team and work with the Service Delivery manager to improve processes as required to help enhance customer experience.

**Skills Required for the Technical Team Lead**:

- Strong 2nd Line Support experience
- Experience with Office 365
- Experience with Microsoft SharePoint and Exchange
- Experience with Microsoft Server 2012 +
- Experience in leadership/mentoring/managing.
- Strong organizational skills
- Ability to identify when a ticket needs to be moved to another engineer for best execution.
- Aptitude in technical problem-solving.
- Capacity to train and guide junior team members.

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

**Salary**: Up to £40,000.00 per year

Schedule:

- Monday to Friday

Work Location: In person

Reference ID: 6109


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