IT Support Team Lead

1 week ago

Leeds, Leeds, United Kingdom Interface Recruitment UK Full time

IT Support Team Lead Role

We are seeking an experienced IT Support Team Lead to join our team in Leeds. The ideal candidate will have comprehensive technical skills across the Service Desk, including Microsoft Desktop Support, Applications Support, and Systems administration.

The successful candidate will have demonstrable team senior analyst and/or team leader experience of an ITIL-aligned Service Desk/Applications support team. Strong communication skills are essential, with the ability to articulate technical matters at the right level to all parties involved.

The role will involve daily supervision of the Desktop and Applications support team, managing workload and tackling day-to-day problems as they arise. The successful candidate will also be responsible for setting and monitoring team KPI's and individual behavioural objectives.

Key Responsibilities:

  1. Supervise the Desktop and Applications support team and manage workload
  2. Set and monitor team KPI's and individual behavioural objectives
  3. Conduct regular 121 and team meetings to understand and develop team capacity
  4. Work with the Service Manager to improve the Desktop and Applications support operations
  5. Manage the day-to-day tasks of the team regarding Incident, Request, Problem, and Change management
  6. Communicate outage/emergency activities to the organisation
  7. Provide data for the reporting of KPI's and trends to the Service Manager
  8. Mentor internal employees to improve overall IT service awareness and capability

Requirements:

  1. Comprehensive technical skills across the Service Desk, including Microsoft Desktop Support, Applications Support, and Systems administration
  2. Demonstrable team senior analyst and/or team leader experience of an ITIL-aligned Service Desk/Applications support team
  3. Strong communication skills, with the ability to articulate technical matters at the right level to all parties involved
  4. Experience communicating with both external and internal clients

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