IT Helpdesk Team Leader
24 hours ago
MBA are proud to partner one of Crewe most prestigious family run organisations in their search for a IT Helpdesk Team Leader on a permanent basis.
Overview:
As IT Helpdesk Team Leader at our Crewe Headquarters you will lead in helping shape and define a new IT service desk team as part of an exciting programme of investment into IT operations. With a proven track record of providing IT support you'll be part ofa small customer-service focused team delivering support to more than 1100 users.
**Location**:
Full time office based
Key Responsibilities:
- Lead a newly formed team providing IT support services to resolve IT incidents and problems with hardware, software and infrastructure.
- Have good troubleshooting skills.
- Oversee and manage day to day support requests.
- Ensure helpdesk calls are logged efficiently and resolved in line with service level agreement.
- Escalate calls to technical support teams.
- Oversee the upkeep of our inventory, asset and licence management.
- Provide additional technical support to users to help them get the most from the technology stack.
- Provide regular reporting and analysis on call volumes, KPIs, SLAs + root-cause analysis.
Skills / Person:
Essential Skills:
- At least 2 years' experience of providing support services.
- Strong, proven team leadership skills with at least 12 months experience.
- Ability to speak well on the phone.
- Process driven with a strong attention to detail.
- Experience proposing, defining and deploying new working practices and policies.
- Experience of using, configuring and optimising Helpdesk Management tools.
- A good working knowledge of the following technologies:
- Microsoft Windows 10/11
- Microsoft Office 365
- Microsoft M365
- Microsoft Teams / SharePoint
- Dell PC, Laptop and iPhone / Android mobile devices
- Networking infrastructures
- You'll be a self-motivated problem solver.
- Ability to work both in a team and on your own at times.
- Strong verbal and written communication skills.
- Strong customer care skills.
- Reliable and organised.
- Driving licence is essential.
Perks
- Competitive salary
- Holidays that increase with length of service
- Your birthday off
- Company pension scheme
- Death in service benefit
- Long service recognition
- Cycle to work scheme
- Annual flu jab
- Employee assistance programme and counselling service
- Discounts on products and services for employees and family
- Performance related bonus scheme
**Salary**: £32,000 to £38,000 + 10% Bonus
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