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IT Support Operations Leader
2 months ago
Lifeplus, a pioneer in holistic wellbeing for over three decades, is committed to guiding individuals in uncovering their personal wellness journey.
With a dynamic network of passionate customers and team members, Lifeplus strives to build a legacy of health by providing high-quality nutritional supplements directly to clients around the globe.
At Lifeplus, we celebrate diversity and believe that our success is rooted in fostering a supportive and enjoyable community.
Position: IT Support Operations Leader at Lifeplus
Reporting to the Head of IT, the IT Support Operations Leader is essential in managing the daily functions of the European IT Support Desk. This position is responsible for ensuring an efficient support service across all organizational departments, as well as overseeing workforce planning and meeting service level agreements (SLAs) for first and second line support roles. Key duties include maintaining an on-call rotation for after-hours support, addressing escalated issues, and managing IT incident communications.
Key Responsibilities:
Overseeing the daily activities of the support team to achieve or surpass established SLAs through performance assessments Administering and optimizing the ticketing system, including maintenance, updates, and process improvements to enhance productivity Providing strong leadership to ensure the team addresses all customer inquiries efficiently, focusing on first-contact resolution and escalating persistent issues to problem management as necessary Promoting best practices within the support team, consistently seeking innovative solutions to enhance the customer experience Strategizing support team working hours to effectively meet business SLAs Compiling and analyzing support KPIs for management reporting, delivering regular productivity updates Encouraging professional development within the support team to keep them informed of IT advancements, new technologies, and updated documentation Acting as an escalation point and technical authority for complex tickets or requestsCandidate Qualifications:
Approach tasks with adaptability and enthusiasm, demonstrating keen attention to detail Possess a robust technical background and communicate effectively with non-technical stakeholders at all levels Exhibit a strong understanding of ITIL frameworks Thrive under pressure, prioritize tasks to meet business needs, and make independent and collaborative decisions Demonstrate excellent customer relationship management skills, negotiation capabilities, and a knack for innovation and service roadmap development Possess strong interpersonal, written, and presentation skills, with a focus on problem-solving and mentoring support teams Show technical proficiency in a fast-paced IT environment and have prior management experience Familiarity with IT helpdesk/ticketing software and incident management processes Preferred certifications: ITIL Foundation, Microsoft Certified Professional (MCP), CompTIA CertificationsCore Values:
Share knowledge generously; knowledge is empowering when shared Uphold integrity, listen carefully before responding Embrace change and courage; learning from mistakes is vital for growth Ensure quality in all endeavors, consistently deliver excellence and expect the same from othersBenefits:
Competitive salary packages Contributory pension scheme up to 6% Holiday buy & sell options Discounts on gym memberships Health cash plan Cycle2Work scheme Eye care vouchers Monthly Lifeplus nutritional and personal care products Life assurance Discounts at various brands and retailersWorking Hours:
37.5 hours per week, Monday to FridayLocation:
Hybrid working model: 3-4 days per week in the officeThe responsibilities and qualifications outlined are indicative and not exhaustive. We encourage a proactive approach and growth in the role.
