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Technical Support Lead

2 months ago

Tunbridge Wells, Kent, United Kingdom INFINITY GROUP Full time

About the Role:

We are seeking a highly skilled and experienced IT Service Desk Manager to join our team at Infinity Group. As a key member of our IT department, you will be responsible for ensuring the delivery of best-in-class service to our clients, aligned to ITIL methodologies.

Key Responsibilities:

  • Ensure the effective management of the service desk, including the resolution of service tickets and the escalation of complex issues.
  • Develop and maintain policy and process documentation to ensure compliance with industry standards.
  • Conduct capacity reviews and resource planning to ensure the efficient use of resources.
  • Provide technical guidance and support to team members, including training and development opportunities.
  • Collaborate with cross-functional teams to ensure seamless service delivery.
  • Develop and maintain relationships with key stakeholders, including clients and internal teams.
  • Monitor and report on key performance indicators (KPIs) to ensure service level agreements (SLAs) are met.

Requirements:

  • Proven experience in a management or lead role, with a strong background in IT service management.
  • Excellent communication and interpersonal skills, with the ability to work effectively with diverse stakeholders.
  • Strong technical skills, with experience in IT service management tools and technologies.
  • Ability to work in a fast-paced environment, with a strong focus on customer satisfaction.
  • CMI Level 3 or equivalent certification, and ITIL v3 or v4 Foundation certification.

About Infinity Group:

Infinity Group is a leading Microsoft Cloud Solution Partner, providing award-winning IT support, digital transformation, and Microsoft Dynamics 365 consultancy services. We pride ourselves on our innovative approach, collaborative culture, and commitment to excellence.

What We Offer:

  • Opportunities for career growth and development.
  • A collaborative and supportive work environment.
  • A competitive salary and benefits package.
  • The chance to work with a leading Microsoft Cloud Solution Partner.