Help Desk Team Leader UK
3 days ago
Duties and Responsibilities
- Action prompt resolution of tickets through to resolution, troubleshooting end user and data issues
- Supervise the helpdesk team, ensuring prompt resolution of tickets with a high level of customer satisfaction
- Maintain and enhance IT service management processes via Jira, ensuring effective project management and ticket resolution
- Work closely with users accessing applications through Citrix, providing guidance and troubleshooting support
- Keep abreast of the latest trends in ITSM and helpdesk management, incorporating best practices into daily operations
- Manage a small portfolio of helpdesk projects, ensuring they are completed on time and meet all requirements
- Monitoring and analyzing relevant business data
- Act as an escalation point for complex queries, and those needing urgent attention
- Identify and implement opportunities and areas for improvement
- Build effective relationships across the Group
- Follow and enforce procedures, such as H&S and HR
- Other duties and projects as assigned
Competencies
- Strong supervisory skills
- Excellent problem-solving abilities, particularly in troubleshooting Windows 10 and 11 operating systems, basic network issues, and overall ITSM processes
- Proficiency in using Jira for IT service management and project management, and Google Workspace for collaboration
- Knowledge of Citrix environments and the ability to support users in accessing their applications
- Exceptional communication and interpersonal skills, capable of managing expectations and delivering high levels of customer service
- Flexibility to meet operational requirements
- Ability to communicate on a technical and non-technical level with different departments/management levels
Accountabilities and Performance Measures
- Achievement of high customer satisfaction ratings and adherence to service level agreements (SLAs)
- Effective management and resolution of tickets within predetermined timeframes
- Successful mentoring and development of the helpdesk team
- Efficient management and completion of assigned projects, with minimal focus on project management but ensuring quality and timeliness
- Monitoring and management of relevant budgets
Job Requirements/
Qualifications
- Experience in a helpdesk capacity, preferably in a manufacturing environment
- HNC or equivalent in Information Technology, Computer Science, or related field
- Experience in supervising a remote team
- Ability to travel as required for site visits
- 5+ years of experience in IT support or helpdesk roles, with at least 2 years in a supervisory position
- Strong technical background, with expertise in Windows 10 and 11 troubleshooting, basic network troubleshooting, and an understanding of ITSM processes
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