Technical Support Operations Manager

1 week ago

Birmingham, Birmingham, United Kingdom SF Technology Solutions Full time
About the Role

We are seeking an experienced ICT Helpdesk Team Lead to join our IT team at SF Technology Solutions. In this leadership role, you will oversee the ICT helpdesk operations, ensuring the efficient logging and resolution of support requests and incidents.

Key Responsibilities
  • Lead and Mentor the Helpdesk Team: Provide guidance and support to a team of IT professionals, ensuring high standards of service and technical expertise. Foster a collaborative and positive team environment.
  • Oversee Technical Support Operations: Manage the investigation and resolution of 1st line IT calls, ensuring timely and accurate support. Escalate more complex issues to senior IT staff as necessary.
  • Maintain and Update ICT Documentation: Ensure operational documentation is current and relevant, facilitating consistency and best practices across the team.
  • Drive Continuous Improvement: Identify opportunities to enhance the helpdesk function, implementing best practices and innovative solutions to improve efficiency and service delivery.
  • Ensure Compliance with Standards: Ensure that all ICT support activities align with business continuity plans, security protocols, and operational requirements.
  • User-Focused Service Delivery: Maintain strong relationships with colleagues, ensuring that the helpdesk team consistently provides high levels of support and clear communication.
  • Agile Leadership: Adapt to a fast-paced, evolving environment, leading the team in embracing Agile methodologies to deliver ICT solutions effectively.
Requirements
  • Leadership Experience: Proven experience leading an IT support or helpdesk team, with a track record of fostering a collaborative and high-performing work environment.
  • Technical Proficiency: Strong knowledge of Office 365 suite (SharePoint, OneDrive, OneNote), Microsoft Office, Active Directory, IBM products, and other ICT software applications.
  • Hardware Expertise: Experience in supporting and maintaining ICT hardware, including Microsoft Surface Tablets, Surface Hubs, and mobile devices configured via Microsoft Intune.
  • Problem-Solving Skills: Ability to proactively investigate, resolve, and anticipate issues, taking a strategic approach to risk management and problem prevention.
  • Communication Skills: Excellent interpersonal and communication skills, with the ability to convey technical information clearly to both technical and non-technical audiences.
  • Vendor Management: Experience liaising with external support partners and vendors to ensure the resolution of service incidents and fulfillment of general service requests.
  • Project Management: Strong organizational skills, with the ability to manage multiple projects and tasks, prioritizing based on risk and business impact.

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