IT Service Desk Team Lead

2 weeks ago

London, United Kingdom Southcroft Healthcare Lodge Ltd Full time

This is an exciting time in Southcroft Healthcare Lodge’s organisational history. We have doubled in size in the last year and are keen to ensure constant and timely technical support for all our schemes and facilities. We are currently looking for a motivated and enthusiastic, qualified and experienced IT professional to join our team as **IT Service Desk Team Lead**.

Southcroft Lodge provides hotel-style accommodation for patients discharged from hospital, support for those in Crisis in the Community, long-term supported-living community placements and B&B step-down from the hospital. We are an expanding not-for-profit Social Care organization that provides high-quality accommodation and support for Service Users who experience Serious Mental Illnesses.

We have 20 homes and counting, across South-West London, working with Local Authorities and Mental Health Trusts to place vulnerable adults within one of our 3 Pathways:

- 24-hour High supported Living placements
- Low Supported accommodation
- Hospital Discharge accommodation

Our aim is to provide a therapeutic, structured environment for Clients to continue their recovery in the community, by empowering the individuals we work with to realise their potential.

**Position**:
**IT Service Desk Team Lead**

**Salary: £35,000 - £40,000 per annum**

As IT Service Desk Team Lead, you will be responsible for training, supporting, and leading the IT team. You will also be required to manage ticket escalations and resolve any technical issues arising at any of the schemes.

You will have excellent interpersonal and management skills, in addition to your Information Technology acumen. You must also be able to ensure that our staff receive professional, efficient and timely technical support at all times.

We are looking for someone who is available for an immediate start.

**Requirements**:

- At least three years of experience as a Service Desk Team Lead or in a technical support role
- Strong technical background - knowledge of Azure AD, Intune, Autopilot Managed Engine, Office 365, Exchange, Exchange Online
- Technology certifications such as CompTIA A+, AZ-900, AZ-800 or equivalent

As IT Service Desk Team Lead you will be required to:

- Monitor the teams performance and develop feedback reports for management
- Communicate with staff and senior management team, and provide in-person and remote support, as required
- Mentor the service desk team, provide training, and conduct performance evaluations
- Manage and support a team of on-site Service Desk analysts
- Troubleshoot and resolve technical issues
- Manage escalations and ensure any issues are resolved in a timely manner
- Make recommendations to improve operational efficiency
- Develop knowledge-based articles for specific and generic issues
- Implement SLAs and process improvements to optimize service delivery
- Drive efficiency and identify opportunities for improvement across the team

**Other information**:
**Only applicants with the Right to Work in the UK can apply.**

**Interviews will be held week commencing 18 December 2024**. To be confirmed.

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