IT Support Team Lead

3 weeks ago

Leeds, Leeds, United Kingdom Interface Recruitment UK Full time
IT Support Team Lead – Infra & Applications – Leeds – Tech Services Firm

Job Summary:

We are seeking an experienced IT Support Team Lead to join our team in Leeds. The successful candidate will be responsible for leading the day-to-day activities of the Desktop and Applications support team, achieving agreed SLA's and KPI's.

Key Responsibilities:

  1. Supervise the Desktop and Applications support team, managing workload and tackling day-to-day problems.
  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 continuously 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. Work with the Service Manager to ensure that appropriate team resources are deployed to provide global support cover.
  7. Communicate outage/emergency activities to the organisation.
  8. Provide data for the reporting of KPI's and trends to the Service Manager.
  9. Mentor internal employees to improve overall IT service awareness and capability.
  10. Work with other members of the Technology team to improve our internal infrastructure.

Requirements:

  1. Comprehensive, hands-on 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, able to articulate technical matters at the right level to all parties involved.
  4. Experience communicating with both external and internal clients.
  5. Demonstrable experience of improving an IT service function.

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