ICT Helpdesk Team Lead

1 day ago

Birmingham, Birmingham, United Kingdom SF Technology Solutions Full time
Job Title: ICT Helpdesk Team Lead

We are seeking an experienced ICT Helpdesk Team Lead to join our IT team in Birmingham. In this leadership role, you will oversee the ICT helpdesk operations, ensuring the efficient logging and resolution of support requests and incidents.

Key Responsibilities:

  • Lead and mentor the helpdesk team: Provide guidance and support to a team of IT professionals, ensuring high standards of service and technical expertise.
  • Oversee technical support operations: Manage the investigation and resolution of 1st line IT calls, ensuring timely and accurate support.
  • Maintain and update ICT documentation: Ensure operational documentation is current and relevant, facilitating consistency and best practices across the team.
  • Drive continuous improvement: Identify opportunities to enhance the helpdesk function, implementing best practices and innovative solutions to improve efficiency and service delivery.
  • Ensure compliance with standards: Ensure that all ICT support activities align with business continuity plans, security protocols, and operational requirements.

Requirements:

  • Leadership experience: Proven experience leading an IT support or helpdesk team, with a track record of fostering a collaborative and high-performing work environment.
  • Technical proficiency: Strong knowledge of Office 365 suite (SharePoint, OneDrive, OneNote), Microsoft Office, Active Directory, IBM products, and other ICT software applications.
  • Problem-solving skills: Ability to proactively investigate, resolve, and anticipate issues, taking a strategic approach to risk management and problem prevention.
  • Communication skills: Excellent interpersonal and communication skills, with the ability to convey technical information clearly to both technical and non-technical audiences.

What We Offer:

  • Salary of circa £30,000
  • Civil service pension with an employer contribution rate of 27%
  • Flexible working
  • Hybrid working, with specific guidelines agreed upon with your line manager
  • 26 days' holiday, rising to 29 days after two years' service, with the option to buy up to five extra days of annual leave

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