IT Desktop Support Team Leader
4 weeks ago
This is a 2-year fixed-term contract role that involves providing high-level technical support as an escalation point, as well as guiding and managing the onshore UK Escalations Team and the Offshore Service Desk Team.
Key Responsibilities:- Technical Escalation: Act as the primary point of contact for resolving high-level technical issues and escalations related to Microsoft 365, Windows 10/11, and other modern workplace technologies.
- Team Leadership: Lead the onshore and offshore support teams by providing guidance, mentorship, and ensuring best practices are followed for issue resolution.
- Service Desk & Queue Management: Oversee daily operations of the service desk, managing ticket queues, ensuring timely response and resolution, and optimising workflows for efficiency.
- 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.
- 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.
- 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.
- Certifications: Relevant certifications such as Microsoft 365 Certified: Modern Desktop Administrator Associate, Windows 10/11 certifications, ITIL Foundation, or equivalent.
Smiths News is the UK's largest news wholesaler, serving 24,000 retailers every day of the year. We are committed to creating an authentic workplace where everyone can thrive.
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