IT Support Management Lead
3 days ago
Job Title: IT Support Management Lead
Description:
We have an exciting opportunity for an IT Support Management Lead to join our team at Interface Recruitment UK. This role is responsible for providing technical support management and managing service levels when answering support queries.
Responsibilities:
- Provide technical support management and manage service levels when answering support queries.
- Maintain a high degree of customer service for all support queries.
- Take ownership of user problems via the management of your team.
- Manage the process of logging all calls on the call logging system and maintain full documentation.
- Help your team respond to enquiries from clients and help them resolve any hardware or software problems.
- Manage the support of users in the use of Computer equipment by providing necessary training and advice.
- Work as part of the IT Support Management team and any other operational/project teams as requested by the IT Director.
- Manage workloads and notify the IT Director when KPI/Targets are going to be breached.
- Raise any security concerns to the IT Director.
- Manage reports and logs in line with departmental policy.
- Obtain quotes and process orders in line with departmental policy.
- Manage the set up and configuration of new laptops and desktops.
- Manage the installation of authorised software to laptops and desktops.
- Manage the configuration/maintenance of computer systems, networks and peripherals as instructed.
- Undertake trips to other sites/data centres, including staying overnight where appropriate (and maintain a valid UK driving licence).
- Any other duties as requested by the IT Director inc GDPR and process improvement inc incidents, risks.
- Keep abreast of IT Trends and engage with IT Director to develop personal development plans for the team.
Skills and Qualifications:
- Active Directory user and computer administration.
- Windows desktop administration.
- Windows Server administration.
- O365 administration.
- Exceptional Customer Service skills.
- Proven experience working within IT service delivery management including IT Project Management and the ability to work at board level.
- Excellent troubleshooting and problem-solving skills.
- Excellent ability to transfer knowledge within a team.
- General Network administration and troubleshooting.
Estimated Salary: £55,000 - £65,000 per annum.
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