IT Service Team Leader

3 weeks ago

Crawley, West Sussex, United Kingdom Clearwater People Solutions Ltd Full time
IT Service Desk Team Leader

Clearwater People Solutions Ltd is seeking an experienced IT Service Desk Team Leader to join their team on a permanent basis.

The successful candidate will be based from the Crawley office with travel to other office locations as and when required.

The IT Service Desk Team Leader will be responsible for leading a team of engineers internally as well as managing a 3rd party vendor which provides 1st & 2nd line support.

Key Responsibilities:
  • Handle escalations as appropriate
  • Monitor IT Support team performance and feedback to the IT Service Manager
  • Backfill essential IT Support Coordinator responsibilities in their absence
  • Ensure processes are followed in an accurate and timely manner
  • Run daily stand-ups with the in-house team to prioritise activities and progress IT Support issues
  • Create and maintain documentation on support processes including personnel changes, support and user requests
  • Provide holistic oversight over the IT support vendor and the internal IT support team to ensure high-quality IT Support services are delivered
  • Coordinate internal IT teams, the IT Support vendor and other 3rd party support vendors
Requirements:
  • Proven experience leading an IT Support function consisting of in-house staff and third-party vendors
  • Excellent communication skills, both verbal and written
  • A personable and approachable nature
  • Strong knowledge of Windows 10/11 and Microsoft Office
  • Exchange online, Active Directory, Service Now
  • Excellent organizational skills
  • Willing to travel to other offices when required

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