Desktop Support Team Lead
1 month ago
We are seeking a highly skilled and experienced Desktop Support Team Lead to join our team at Smiths News. As a key member of our IT department, you will be responsible for providing technical support and leadership to our onshore and offshore support teams.
Key Responsibilities:
- Technical Escalation: Manage and resolve high-level technical issues and escalations related to Microsoft 365, Windows 10/11, and other modern workplace technologies.
- Team Leadership: Lead and mentor technical support teams, providing guidance and ensuring best practices are followed for issue resolution.
- Service Desk & Queue Management: Oversee daily operations of the service desk, managing ticket queues, and ensuring timely response and resolution.
- End-user Support: Provide expert-level, end-user-facing support, maintaining a high standard of communication and service to ensure user satisfaction.
- Microsoft 365 Administration: Manage and troubleshoot Microsoft 365 applications, including SharePoint, Teams, OneDrive, Exchange Online, InTune, and Defender.
- Windows 10/11 Support: Provide advanced troubleshooting and configuration support for Windows 10/11 environments, including patching, security, and performance optimisation.
- Incident and Problem Management: Proactively identify and resolve recurring issues, ensuring root causes are addressed and documented in collaboration with other teams.
- Collaboration with Other Teams: Work closely with infrastructure, network, and security teams to ensure alignment in resolving complex issues and implementing new technologies.
- Project Involvement: Participate in IT projects related to modern workplace enhancements, migrations, and new technology rollouts.
What We Offer:
- Competitive salary and benefits package.
- Opportunities for professional growth and development.
- A dynamic and supportive work environment.
- Access to cutting-edge technology and tools.
- A comprehensive health and wellbeing program.
About You:
- Proficiency in Microsoft 365: Strong knowledge of Microsoft 365 suite, including Exchange Online, SharePoint, OneDrive, and Teams.
- Escalation Management: Experience in managing escalated support cases and providing leadership in critical issue resolution.
- Customer-Facing Skills: Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users and deliver exceptional customer service.
- Team Leadership: Proven experience leading and mentoring technical support teams.
- Service Desk Tools: Experience with service desk management tools (e.g., ServiceNow, Jira, etc.) for ticketing and queue management.
- Problem-Solving: Strong analytical and problem-solving skills with the ability to troubleshoot complex technical issues.
- Certifications: Relevant certifications such as Microsoft 365 Certified: Modern Desktop Administrator Associate, Windows 10/11 certifications, ITIL Foundation, or equivalent.
About Us:
Smiths News is the UK's largest news wholesaler, serving 24,000 retailers every day of the year from 33 distribution centres. We are committed to creating an authentic workplace where everyone can thrive, and we are dedicated to building and shaping a culture that embraces people from all backgrounds, experiences, and orientations.
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