Head of Technical Support Services

4 weeks ago

London, Greater London, United Kingdom Lorien Full time

IT Support Team Lead

Salary: Up to £55,000 (dependent on experience)

Location: City of London

Work Arrangement: Hybrid

Preferred Background: Managed Service Provider (MSP)

Lorien, a prominent IT Managed Service Provider based in central London, is on the lookout for a seasoned IT Support Team Lead. This pivotal role entails providing support to prestigious financial clients and ultimately overseeing a team of proficient engineers.

About the Role

In this position, you will report to the Head of Support and manage the entire lifecycle of service incidents, requests, and changes. You will serve as a technical escalation point, ensuring that high-quality IT services are consistently delivered to both internal and external stakeholders.

Key Responsibilities

Team Leadership and Development:

  • Guide and mentor a team of Technical Engineers, promoting a positive and collaborative work culture.
  • Conduct regular team meetings, performance evaluations, and provide continuous coaching and development opportunities.

Service Desk Optimization:

  • Identify areas for process enhancement and efficiency improvements within the Service Desk.
  • Work alongside the Head of Support Services to implement ongoing improvement initiatives across the organization.

Service Quality and Customer Satisfaction:

  • Monitor service quality metrics to ensure that SLAs are consistently met or surpassed.
  • Develop strategies to boost customer satisfaction and ensure timely and effective communication with clients.

Incident and Problem Management:

  • Oversee the resolution of incidents and problems, ensuring prompt and effective responses.
  • Analyze incident and problem trends to implement preventive measures.

Documentation and Knowledge Management:

  • Ensure thorough documentation of processes, procedures, and solutions.
  • Collaborate with the Infrastructure Management Team to create a robust knowledge base and foster a culture of documentation within the team.

Technical Escalation and VIP Handling:

  • Act as an internal escalation point for your support engineers.
  • Manage critical issues and handle VIP communications from the Relationship Management team.

Required Skills and Experience:

  • Demonstrated experience in a similar Team Leader role, managing Helpdesk/Service Desk engineers.
  • Hands-on technical experience as a Senior 2nd Line Engineer when necessary.
  • Technical expertise in Azure / Office 365 / Intune / Windows.
  • Microsoft certifications (desirable).
  • Familiarity with ITILv3/v4.

This is an excellent opportunity for an experienced professional looking to make a significant impact in a dynamic environment.

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