IT Infrastructure Support Team Lead

1 week ago


Leeds, Leeds, United Kingdom Interface Recruitment UK Full time
Job Title: IT Infrastructure Support Team Lead

About the Role:
We are seeking an experienced IT Infrastructure Support Team Lead to join our team in Leeds. The successful candidate will be responsible for leading the day-to-day activities of our Desktop and Applications support team, ensuring that all tasks are completed in line with recognised standards and achieving agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

Responsibilities:
  1. Supervise the Desktop and Applications support team, managing workload and tackling day-to-day problems as they arise.
  2. Set and monitor team KPIs and individual behavioural objectives.
  3. Conduct regular one-to-ones and team meetings to understand and develop team capacity.
  4. Work with the Service Manager to continuously improve the Desktop and Applications support operations.
  5. Manage the day-to-day tasks of the team regarding Incident, Request, Problem, and Change management to ensure agreed business and client SLAs are met.
  6. Work with the Service Manager to ensure that appropriate team resources are deployed to provide global support cover.
  7. Communicate outage/emergency activities to the organisation.
  8. Provide data for the reporting of KPIs and trends to the Service Manager.
  9. Mentor internal employees to improve overall IT service awareness and capability.
  10. Work with other members of the Technology team to improve our internal infrastructure.

Requirements:
  • Comprehensive, hands-on technical skills across the Service Desk, including Microsoft Desktop Support, Applications Support, and Systems administration.
  • Demonstrable team senior analyst and/or team leader experience of an ITIL-aligned Service Desk/Applications support team.
  • Strong communication skills through being able to articulate technical matters at the right level to all parties involved.
  • Experience of communication with both external and internal clients.
  • Demonstrable experience of improving an IT service function.


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