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IT Support Team Supervisor
2 months ago
IT Support Team Supervisor
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, is in search of a skilled IT Support Team Supervisor. This pivotal role entails providing support to high-profile financial clients and eventually leading 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 top-notch IT services are delivered to both internal stakeholders and external partners.
Key Responsibilities
Team Leadership and Development:
- Guide and mentor a team of Technical Engineers, cultivating a positive and collaborative work atmosphere.
- Facilitate regular team meetings, conduct 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 closely with the Head of Support Services to implement ongoing improvement initiatives across the organization.
Service Quality and Customer Satisfaction:
- Oversee service quality standards to ensure SLAs are consistently met or surpassed.
- Develop strategies to boost customer satisfaction and ensure timely and effective communication with clients.
Incident and Problem Management:
- Supervise the resolution of incidents and problems, ensuring prompt and effective responses.
- Examine incident and problem trends to implement preventative 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 leadership role, managing Helpdesk/Service Desk engineers.
- Hands-on technical experience as a Senior 2nd Line Engineer when necessary.
- Technical expertise in areas such as Azure, Office 365, Intune, and Windows.
- Microsoft certifications are desirable.
- Familiarity with ITILv3/v4 is preferred.
This is an excellent opportunity for a dedicated professional to make a significant impact in a leading organization.
