IT Support Team Lead

4 weeks ago


Exeter, Devon, United Kingdom South West Water Limited Full time

We are seeking a highly skilled IT Support Team Lead to join our 2nd line IT Support Team at South West Water Limited. As a key member of our IT Service Delivery team, you will be responsible for leading the Deskside Team, overseeing the resolution of Incident, Problem and Request tickets to provide effective software, hardware, network and telephony support.

The ideal candidate will have a strong background in IT 2nd/3rd line support, with experience in Exchange, Citrix, SCCM, Active Directory, anti-malware technology, enterprise storage arrays/backup technology and strong working knowledge of Windows 10 and Microsoft Office 365.

You will also have a minimum of two years team management experience in an IT environment, with experience of operational management responsibilities, to enable you to coordinate team resource to ensure timescales are adhered to and Service Level Targets (SLTs) are met.

We offer a competitive salary up to £42,900 per annum, plus excellent benefits, including generous holiday, contributory pension, discretionary bonus scheme and excellent ongoing training and development opportunities.

About the role:

  • Coordinate the provisioning of 2nd line IT support services across the Pennon Group business, ensuring Incidents and Service Requests are resolved in accordance with agreed Service levels.
  • Establish, evaluate, and continuously review the team's progress against key performance indicators, assess opportunities and risks, to support continuous service improvement.
  • Being a point of contact for Deskside Support and communicate any potential impacts to service to the Customer Support Manager to maintain customer satisfaction.
  • Produce well documented 2nd line incident support and request management processes, with a specific focus on Customer Service best practice.
  • Day-to-Day supervision and leadership of the Deskside Team, including conducting regular one-to-ones and team meetings.
  • Actively encourage or shape the personal development of the Deskside Team, by identifying knowledge gaps within the team and providing training to address gaps, working to a continual service improvement model.
  • Escalation point to other IT divisions in support of ITIL service areas (incident, request, problem, knowledgebase).
  • Work closely with Project Managers to prepare for the release of new IT solutions, ensuring the Deskside Team Desk can handle them effectively without impacting service standards.

Requirements:

  • 5 GCSEs or equivalent (including Maths and English), minimum Grade C.
  • Extensive IT 2nd/3rd line support working experience, with familiarity of Exchange, Citrix, SCCM, Active Directory, anti-malware technology, enterprise storage arrays/backup technology and strong working knowledge of Windows 10 and Microsoft Office 365.
  • A minimum of two years team management experience in an IT environment.
  • Experience of operational management responsibilities, to enable you to coordinate team resource to ensure timescales are adhered to and Service Level Targets (SLTs) are met.
  • Experience in analysing data and provide insight to perform root cause analysis and identify solutions.
  • You will have a good understanding of Incident/Service Request/Problem and Change Management processes – preferably to ITIL V4 Foundation standard.

What we offer:

  • Generous holiday
  • Contributory pension
  • Discretionary bonus scheme
  • Excellent ongoing training and development opportunities

We are committed to building a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. If you have any questions about the opportunities that we have available, or if there's anything else you'd like to know before you apply, please don't hesitate to contact our Talent Acquisition Team.


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