IT Support Team Lead

2 weeks ago


Northampton, Northamptonshire, United Kingdom Ricoh Full time

Lead and Inspire a High-Performing IT Support Team

As an IT Support Team Lead at Ricoh, you'll play a pivotal role in ensuring exceptional service delivery to our end users. You'll be responsible for motivating and guiding your team of support analysts, fostering a collaborative and high-performing environment.

Your Responsibilities:
  • Lead and mentor the Service Desk team, driving a culture of excellence and customer satisfaction.
  • Develop and implement efficient service desk processes and procedures, ensuring adherence to ITIL best practices.
  • Create comprehensive training plans to enhance first-line resolution capabilities and meet key performance indicators (KPIs).
  • Collaborate closely with Incident and Problem Management teams to optimize call resolution times and maintain service level agreements (SLAs).
  • Cultivate strong relationships with customers, providing exceptional support and communication.
  • Manage the day-to-day operations of the Service Desk, including performance reviews, scheduling, and policy enforcement.
Your Qualifications:

We're seeking a seasoned IT professional with proven leadership experience in a service desk environment. You should possess:

  • Extensive experience supervising an IT support team in a fast-paced outsourcing setting.
  • A strong understanding of desktop, telephony, software, and network technologies.
  • Exceptional motivational skills with the ability to inspire and guide support teams effectively.
  • Excellent communication, interpersonal, and people management skills.
  • A proven track record of success in delivering exceptional customer service.

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