IT Service Desk Team Leader

Who we are

You enjoy creating and innovating. You never stop striving for better. You take responsibility and you get results. You love being part of a team. Above all, you want your work to matter: Welcome to our world At Sonova we create sense by bringing sound to life. Our innovative hearing care solutions help millions of people enjoy life’s unforgettable moments.

We offer exceptional career opportunities through market-leading brands from consumer to medical, products and services that keep pushing hearing care forward, and a culture where you can quickly belong and perform at your best.

If you want the freedom to explore, opportunities to grow, and make positive change on people lives through your work, this is the place for you.

Join Sonova. Create sense.
- Conwy, United KingdomIT Service Desk Team Leader

**Job Summary**
Managing the day to day operation of the IT helpdesk team ensuring all calls are recorded, prioritised and actioned appropriately, with minimum disruption to the business. Delivery of, and adherence to Helpdesk Service Level Agreements, keeping stakeholders informed.

**Reports to**
Head of Systems, Technology and Engineering

**Place of work**
Support Office - Llandudno (some potential home working)

**Shift**
9-5 Monday to Friday (37.5 hours per week) Be able to cover for team

**Key Responsibilities**
- Support the IT Manager to ensure maximum availability of computer systems throughout the Company.
- Responsible for the performance of the IT Helpdesk and associated team members
- Lead, motivate & support your team through effective work load management and delegation; prioritise workloads based on urgency and sound assessment of importance and risk, in line with department processes and procedures to meet KPIs and objectives.
- Conduct regular 1-1s with your team as well as finding opportunities to coach on an individual basis and set out appropriate development plans. Address performance issues in a timely manner and provide motivation that encourages all team members to deliver to their full potential.
- Overall responsibility for all calls logged into the IT Ticket System and closure within agreed timescales
- Manage your own time effectively to complete all required tasks, keeping on top of any mandatory training and seek opportunities to improve own and teams performance.
- Ensure that the department is staffed appropriately by monitoring and managing breaks, absence, annual leave and other tasks that may affect service delivery.
- Assess/Agree/Deliver Helpdesk Service Level Agreements (SLA) in conjunction with end users
- Provide management with monthly report of performance against agreed SLA
- Provide technical support for the Company Intranet
- Working with senior management to propose, agree and deliver IT services and projects to support the business
- Manage relationship with IT suppliers and service providers
- To be actively involved in the development, delivery and testing of new system functionality

**Other Duties**
- Assist in projects as and when required
- Work with IT Manager to ensure IT infrastructure is in place for new store openings
- Be available for out of hours calls and support should it be required

**We are looking for someone with/has**:

- Must have experience of developing and managing a support team in a busy IT environment
- Must be adept in a project support role
- Strong experience of the Microsoft platform; an MS Certification is desirable
- Must have extensive knowledge of networks
- Must be able to communicate at all levels