Technical Support Team Lead
4 weeks ago
Job Summary
We are seeking a highly skilled Technical 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 guidance to our onshore and offshore support teams.
Key Responsibilities
- Provide technical support and guidance to the onshore and offshore support teams.
- Manage and troubleshoot Microsoft 365 applications, including SharePoint, Teams, OneDrive, Exchange Online, InTune, and Defender.
- Provide advanced troubleshooting and configuration support for Windows 10/11 environments, including patching, security, and performance optimization.
- Proactively identify and resolve recurring issues, ensuring root causes are addressed and documented in collaboration with other teams.
- Collaborate with infrastructure, network, and security teams to ensure alignment in resolving complex issues and implementing new technologies.
Requirements
- 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.
About Us
Smiths News is the UK's largest news wholesaler, serving 24,000 retailers every day of the year. We are committed to creating an inclusive and diverse workplace where everyone can thrive.
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