IT Support Team Manager
1 day ago
We are seeking an experienced IT Support Team Manager to lead our Desktop and Application support team in Leeds. Reporting to our Service Delivery Manager, you will be responsible for managing the day-to-day activities of the team, achieving agreed SLAs and KPIs.
Key Responsibilities include:
- Daily supervision of the team, managing workload and tackling day-to-day problems as they arise
- Setting and monitoring team KPIs and individual behavioural objectives
- Conducting regular 121 and team meetings to understand and develop team capacity
- Working with the Service Manager to continuously improve the Desktop and Application support operations
- Managing day-to-day tasks of the team regarding Incident, Request, Problem, and Change management to ensure agreed business and client SLAs are met through both team management and being 'hands-on' when required
- Ensuring that appropriate team resources are deployed appropriately to provide global support cover with agreed hours (08:00 - 22:30 GMT/BST)
- Communicating outage/emergency activities to the organisation
- Providing data for the reporting of KPIs and trends to the Service Manager
- Mentoring internal employees to improve overall IT service awareness and capability
- Working with other members of the Technology team to improve internal infrastructure to improve value for money, availability, serviceability, and security
- Improving perception of Technology by improving communication, developing a consultative approach to new implementations, and delivering work items within agreed deadlines
The successful candidate will have comprehensive hands-on technical skills across the Service Desk, including Microsoft Desktop Support, Applications Support, Systems administration, Troubleshooting skills, and excellent customer service. A strong background in ITIL-aligned Service Desk/Applications support team leadership is essential. Experience of communication with both external and internal clients is also required. The salary for this role is approximately £45,000 - £60,000 per annum depending on experience. Please note that due to the nature of our business, all successful applicants will be required to complete a basic criminal records disclosure.
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