IT Helpdesk Team Lead
(Permanent)

Main accountabilities and key tasks:

• Manage, support, and develop the desktop support team to deliver quality and timely support; prioritise and allocate work across the team and ensure support is provided for business operations hours.
• Manage and report on the in-house ticketing system, identify issue trends and implement solutions.
• To focus on delivering high-quality service and taking ownership of IT-reported issues until they are fully resolved, or acceptable workarounds are provided.
• Develop and improve IT procedures for operations across the business, e.g. starters and leavers.
• Provide resolutions to escalated issues and provide expertise to the team.
• Work with the security team to ensure security best practices are met across the office infrastructure.
• Drive ongoing improvements in the support function and the service delivered to the rest of the business.
• Serve as a technical resource to project teams, both IT-led and non-IT-led.
• To identify possible end-user training requirements as part of the support service.
• To manage the recording of IT assets, including movement tracking.
• Always adhere to company policies and procedures, maintain safe working practices, and comply with statutory legislation.
• Create, maintain, and manage detailed documentation for IT processes, procedures, issues, and resolutions.
• Conduct regular performance reviews, providing feedback, and setting development goals for team members.
• Perform root cause analysis for recurring issues and develop strategies to prevent future occurrences.

Critical Interfaces:

• All teams – Provide support for IT issues.
• People – ensure starter, leavers and movers process operations efficiently.
• IT Security – to ensure security policies are implemented across office systems and provide metrics for reporting.
• Customer Function – Investigating re-occurring issues and providing feedback to teams. 

Knowledge and Experience:

• 3+ years’ experience in a similar role.
• Strong leadership, mentoring, and coaching skills to develop and motivate team
• Proficiency in machine support technologies, including Microsoft Windows (Windows 10 and 11) and macOS.
• Proficiency in Knowledge of computer hardware and networking systems.
• Strong Knowledge of Active Directory, Microsoft Entra ID, and Intune.
• Knowledge of computer hardware and networking systems– TCP/IP, DNS, routing
• Knowledge of Pure Cloud and Salesforce is advantageous. 
• Good project management and communication skills.
• Proficiency in customer service techniques
• Proficiency in IT security for best practices – ITIL is advantageous.
• Ability to effectively motivate and lead a team.
• Ability to recognise and assess customer needs.
• Strong organisational and time-management skills