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IT Helpdesk Team Leader

2 weeks ago

Nottingham, United Kingdom AWD online Full time

**Technical Support Service Desk / IT Helpdesk Team Leader**who has 'hands on’ experience providing First Line, Second Line and Third Line Support with Network (LAN / WAN, TCP/IP etc.), Hardware (PC, Laptop, Printers etc.), IOS Mobile Phones/ Tablets, Software Applications (Microsoft / Office 365, MS Windows etc.) and Incident Management Resolution / Troubleshooting experience is required for a well-established Company based in Nottingham, Nottinghamshire, East Midlands.

**SALARY**:£27,000 - £35,000 per annum + Generous Benefits (see below)

**LOCATION**:Nottingham, Nottinghamshire, East Midlands

**JOB TYPE**:Full-Time, Permanent

**WORKING HOURS**:Flexible contract requiring 36.5 hours per week

**JOB OVERVIEW**

We have a fantastic new job opportunity for a Technical Support Service Desk / IT Helpdesk Team Leader who has 'hands on’ experience providing First Line, Second Line and Third Line Support with Network (LAN / WAN, TCP/IP etc.), Hardware (PC, Laptop, Printersetc.), Software Applications (Microsoft / Office 365, MS Windows etc.) and Incident Management Resolution / Troubleshooting experience.

Working as the Technical Support Service Desk / IT Helpdesk Team Leader you will be responsible for the IT Help Desk and Workplace Technology capabilities, encompassing the end-user’s day-to-day engagement with technology, ranging from the equipment theyuse, to support on issues.

As the Technical Support Service Desk / IT Helpdesk Team Leader your role involves providing direct support to users and 'hands on’ technology management, managing and developing the IT Help Desk Team and co-ordinating support activities across the IT function.

As well as the day-to-day delivery, the role is responsible for developing and delivering the continual improvement plan for User Support and Workplace Technology, informing the future strategy, and leading the delivery of related projects.

**ABOUT THE COMPANY**

The Company is a leading supplier of agronomy advice, seed, crop protection products and precision farming services. Working in partnership with arable, fruit, vegetable, horticultural and amenity sectors, the Company is committed to helping customers managetheir businesses more efficiently and more profitably. They are dedicated to the company purpose - releasing agronomic potential.

**DUTIES**

Your duties as the Technical Support Service Desk / IT Helpdesk Team Leader include:

- Responsible for day-to-day delivery of all aspects of workplace technology, incorporating:

- Office / Depot technology (e.g. printing, meeting rooms, LAN etc)
- Print services
- End user hardware lifecycle (procurement, provision, asset management, disposal)
- User management (joiners, leavers, movers)
- Desktop operating system lifecycle
- Office 365 and other core apps
- Software provision and licence management
- Mobile device management
- Maintenance of key tools (e.g. SCCM, Endpoint Manager)
- Mobile and Fixed Voice
- End user Security and Data Privacy
- Adherence to budget and quality expectations in these areas
- Responsible for the running of the IT Helpdesk (incorporating Incident Management and Problem Management)
- Facilitating the efficient and effective handling of user queries
- Handling user support queries (including 1st line support, and 2nd / 3rd line support in own areas of specialism)
- Understanding needs and concerns of the business, prioritising tasks accordingly
- Setup and management of IT Helpdesk processes, (including Incident Management and Problem Management)
- Engaging and working with other IT Teams to ensure effective handover of 'change projects’ into helpdesk support
- Improving service quality and end-user satisfaction with IT Helpdesk and workplace technology provision
- Developing and leading the IT end-user communication process
- Supervision and development of junior members of the IT Helpdesk team
- Working with the Senior IT Manager to develop, maintain and be accountable for delivery of the Continual Improvement Plan and future strategies for Workplace Technology and IT Helpdesk provision
- Management of IT projects

**CANDIDATE REQUIREMENTS**
- Previous experience within an IT support role operating in a Microsoft environment
- Project Management skills and experience
- Understanding of good practice IT Support processes (e.g. ITIL)
- Good understanding of data privacy and cyber security
- Flexible approach, highly organised and effective time management skills
- Good organisational and time management skills. Must be able to plan and manage own workloads
- Innovative approach, promotes sharing of best practice
- Full driving licence

**BENEFITS**
- Work from a lovely open plan office environment
- Free fruit, tea and coffee
- Free onsite parking
- 25 days annual leave plus 8 days bank holidays
- Private healthcare
- Pension scheme including salary sacrifice option
- Lifeworks employee assistance programme which offers lots of discounts and perks
- Bike to work scheme
- Company eye care scheme
- Dell computer discounts
- Ogilvie care discount
- Continuous personal development opportunities
- AWD online operates as an employment agency._