Technical Support Team Lead

3 weeks ago


Swindon, Swindon, United Kingdom Smiths News Full time
**Role Overview**

We are seeking a highly skilled Technical Support Team Lead to join our team at Smiths News. As a key member of our IT department, you will be responsible for providing expert-level technical support and guidance to our end-users.

**Key Responsibilities**

* Provide technical escalation support for complex issues related to Microsoft 365, Windows 10/11, and other modern workplace technologies.
* Lead the onshore and offshore support teams, providing guidance, mentorship, and ensuring best practices are followed for issue resolution.
* Oversee daily operations of the service desk, managing ticket queues, ensuring timely response and resolution, and optimising workflows for efficiency.
* Provide advanced troubleshooting and configuration support for Windows 10/11 environments, including patching, security, and performance optimisation.
* Collaborate with infrastructure, network, and security teams to ensure alignment in resolving complex issues and implementing new technologies.

**What We Offer**

* A competitive salary and benefits package.
* Opportunities for career growth and professional development.
* A collaborative and dynamic work environment.
* Access to company-funded health cash plan, pension scheme, and other employee benefits.

**Requirements**

* Proficiency in Microsoft 365 suite, including Exchange Online, SharePoint, OneDrive, and Teams.
* Experience in managing escalated support cases and providing leadership in critical issue resolution.
* Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
* Proven experience leading and mentoring technical support teams.
* Relevant certifications in Microsoft 365, Windows 10/11, and ITIL Foundation.

**About Us**

Smiths News is the UK's largest news wholesaler, serving 24,000 retailers every day of the year. We are committed to creating an inclusive and diverse workplace culture, where everyone can thrive.

**How to Apply**

If you are a motivated and experienced technical professional looking for a new challenge, please submit your application, including your CV and a cover letter explaining why you are the ideal candidate for this role.

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