Support Operations Lead

1 day ago


Coventry, Coventry, United Kingdom LMS Group Full time

Job Description: We are seeking an experienced Support Operations Lead to join our team at LMS Group. The successful candidate will be responsible for managing the day-to-day activities of the IT Service Desk, providing technical IT support to clients, and ensuring that all technical issues are resolved in a timely and efficient manner.

About the Role: This is an exciting opportunity to join a dynamic team and contribute to the delivery of high-quality IT services to our clients. You will work closely with the Escalations Team, Technical Team Leader, Service Delivery Manager, and Professional Services Manager to ensure that problematic technical tickets are actioned, progressed, and resolved.

Duties and Responsibilities:

  • Manage the day-to-day activities of the IT Service Desk.
  • Provide technical IT support to clients via phone, email, and remote desktop.
  • Manage technical queries from clients and ensure all such queries are handled in line with the Service Level Agreements.
  • Develop and implement processes to improve the efficiency of the IT Service Desk.
  • Take ownership of client technical issues and see them through to completion.
  • Monitor and report on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
  • Work closely with the Technical, Professional, and Account Management teams to evaluate and prevent problems.
  • Develop and maintain expert technical knowledge of IT systems and technologies.
  • Represent the interests of the customer when assessing risk and impact.

Requirements:

  • Minimum 3 years of experience in IT support or a related field.
  • Strong people management skills with previous people management experience.
  • Active Directory Administration, including DHCP, DNS, and Group Policy.
  • Office 365 and Microsoft Azure Administration.
  • Expert knowledge of Office 365 product suite & licenses.
  • Knowledge of Microsoft Server operating systems (2012-2022).
  • Knowledge of Microsoft Windows operating systems (Windows 7-Windows 11).
  • Extensive Networking (TCP/IP) knowledge and troubleshooting experience.
  • Experience implementing, supporting, and troubleshooting backup solutions.
  • Experience of virtualisation; VMWare/Hyper-V configuration and troubleshooting.
  • VOIP configurations, vPBX / 3CX.
  • Strong written and verbal communication at all levels.
  • Full UK driving license.

Estimated Salary: £35,000 - £45,000 per annum.



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