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IT Support Team Leader

Thrive Group

Essex

Permanent

£38000 - £45000/annum

CM32EZ

Posted: 26/01/2023

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Our Client is currently recruiting for an IT Support Team Leader to play an integral part of the IT team. This role includes the line management of the First Line IT Support Technician.

The IT Support Team Leader will oversee the day-to-day internal support desk communications and management. Ensuring exceptional customer service, excellent communication, timely and effective resolution of issues and change requests.

This role bridges communication between the internal developers and staff users to aid in the service delivery and support for the business and wider group.

This role will also play a key part in the scoping, implementation, management and delivery of technical (software, system and hardware) projects, working alongside the IT Programme Manager.

DUTIES & RESPONSABILTIES

Department Procedures
Line management of the internal IT support technician team
Manage the day-to-day operations of the internal support desk
Assist in the implementation of ITIL elements
Ensure effective and clear communications with customers
Oversee and provide software application support delivery
Coordinate and assist in the implementation of key IT projects and systems
Coordinate technical and user incidents, problems and support requests
Assist in the coordination of change requests
Ensure project frameworks are adhered to
Deliver new starter IT systems training
Manage new starter device and user setup
Organise and attend stakeholder meetings
Maintain and Monitor project plans and reports

Team working
Liaise regularly with line manager and team members
Helping/providing cover for other team members as required
Attending team and other staff meetings
Supporting new team members and provide on-the-job training
Provide cover for other staff as agreed by line manager

Communication and Liaison
Keep up-to-date with all written and verbal communications (i.e. emails/messages/calls)
Ensure all records are maintained and kept up-to-date according to company policies and procedures
Monitor, Ensure and manage effective and clear support desk communication within IT Support Technician Team

Training and development
Monitor own work levels, progress and development
Undertake all core training and development programmes as required
Undertake relevant learning according to agreed Personal Development Plan

BENEFITS

33 days annual leave allowance per year (25 days standard plus bank holidays)
Westfield Health Membership (offering cashback on health services plus discounts for retailers and gym memberships)
Life Cover (2 x basic salary)
6-month probation period
Employer pension contribution (4% employer, 4% employee)
Laptop/Phone/other equipment if required as part of job role
Mileage expenses
Referral Scheme

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