IT Support Lead
3 weeks ago
We are seeking an experienced IT Support Lead to join our talented IT team at Sciensus. As a Service Desk Manager, you will be responsible for the leadership and delivery of user-facing support services, business facing service management, and high-quality internal and external supplier management.
This is a management role within the IT Department, driving change and excellence through your focus on exceptional performance management.
You will have full responsibility and day-to-day management for the tech support team, ensuring that skills and experience match requirements of the services provided.
We expect you to proactively identify service improvement opportunities, lead on implementation, and own software licensing to drive cost savings and efficiency where possible.
What We Offer:
- A competitive salary range of £60,000 - £80,000 per annum, depending on experience.
- The opportunity to work with a talented IT team and contribute to the success of Sciensus.
- A comprehensive benefits package, including flexible working arrangements and reasonable adjustments for colleagues with disabilities.
- The chance to develop new policies, processes, and procedures, and successfully embed them across multiple teams.
- Hands-on experience with service management tools like ServiceNow, Zendesk, and Ivanti (desirable).
- The ability to create reports on key performance indicators (KPIs) and use analytics to drive continuous improvement on the service desk.
- The opportunity to manage and track SLAs, ensuring timely resolution of incidents.
Your Skills and Qualifications:
- Previous experience managing or supervising an IT service desk team, ideally within a healthcare or similarly high-demand industry.
- Familiarity with Microsoft 365, Azure, Windows Server, Active Directory, and Microsoft Exchange.
- Experience managing user accounts, permissions, and policies within a Microsoft environment.
- Demonstrated ability to manage customer interactions and ensure high-level service satisfaction.
- Skilled in coaching and training service desk staff for customer-focused support.
- Ability to convey technical detail in a non-technical manner to non-technical staff.
- Line/People management.
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