IT Support Team Lead

3 weeks ago

Swindon, Swindon, United Kingdom Smiths News Full time
Job Title: IT Desktop Support Team Leader

This is a 2-year fixed-term contract role that offers a unique opportunity to work as an escalation point for high-level technical issues and provide guidance and management to the onshore UK Escalations Team and the Offshore Service Desk Team.

Key Responsibilities:
  • Technical Escalation: Act as the primary point of contact for resolving high-level technical issues and escalations related to Microsoft 365, Windows 10/11, and other modern workplace technologies.
  • Team Leadership: Lead the onshore and offshore support teams by providing guidance, mentorship, and ensuring best practices are followed for issue resolution.
  • Service Desk & Queue Management: Oversee daily operations of the service desk, managing ticket queues, ensuring timely response and resolution, and optimising workflows for efficiency.
  • End-user Support: Provide expert-level, end-user-facing support, maintaining a high standard of communication and service to ensure user satisfaction.
  • Microsoft 365 Administration: Manage and troubleshoot Microsoft 365 applications including SharePoint, Teams, OneDrive, Exchange Online, InTune, and Defender.
  • Windows 10/11 Support: Provide advanced troubleshooting and configuration support for Windows 10/11 environments, including patching, security, and performance optimisation.
  • Incident and Problem Management: Proactively identify and resolve recurring issues, ensuring root causes are addressed and documented in collaboration with other teams.
  • Collaboration with Other Teams: Work closely with infrastructure, network, and security teams to ensure alignment in resolving complex issues and implementing new technologies.
  • Project Involvement: Participate in IT projects related to modern workplace enhancements, migrations, and new technology rollouts.
What We Offer:
  • Company funded Health Cash Plan – providing cash back for everyday healthcare costs such as dental, optical, and physiotherapy.
  • 5% match pension.
  • 25 days holiday plus holiday buy scheme.
  • 24/7 E-Learning modules, Training and Development opportunities.
  • Sharesave Scheme, Cycle to work schemes, Health cash plan.
  • Colleague Assistance Programme & Colleague referral scheme.

Smiths News is the UK's largest news wholesaler, serving 24,000 retailers every day of the year, operating from 33 distribution centres. We are dedicated to creating an authentic workplace where everyone can thrive.

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