IT Support Team Leader

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IT Support Team Leader / Service Desk / Microsoft / ITIL / Permanent / Stoke on Trent / Staffordshire

Market leading and award winning client based in Stoke on Trent is looking for an IT Support Team Leader to join their growing IT team at their head office.

Reporting to the IT Support Manager your primary responsibility will be to provide technical leadership to 1st & 2nd Line IT Support Engineers. As an active member of the team, you will be expected to assist in offering helpdesk support to customers. You will assist with hardware and software problems via phone, email and Group service desk platform as well as occasional visits to company sites across the UK and Ireland.

Duties & Responsibilities:

*Ensure that the Service Desk is resourced appropriately at all times

*Provide regular one to one contact meetings are held with 1st and 2nd line team members

*Maintain contact and provide regular updates to the IT Support Manager

*Ensure that 1st and 2nd line support staff are providing the best possible service to the Group

*Promote continuous improvement & regularly review processes, including. ITIL framework and 'shift-left' mindset

*Maintain a positive approach and lead by example

*Produce documented monthly report on team performance, including SLA's and KPI's

*Support 1st & 2nd Line Engineers in service provision to the Group

*Maintain high levels of customer service

*Ensure daily checks and maintenance tasks are completed

Skills/Attributes Required:

*Strong leadership skills

*Proactive, well-organised and self-motivated

*Excellent communication and customer service skills

*Significant experience in IT Service Desk, including Team Leader/Management role(s)

*'Hands on' approach and lead by example

*Full driving license and access to own transport

*Strong working knowledge of Microsoft including Windows 8, 10 OS and MS Office products

*Active Directory and Exchange Server Administration

*Good working knowledge of LAN/WAN principals and TCP/IP protocols

*Excellent understanding of PC hardware set-up and configuration

*Knowledge of measuring and reporting on KPI's and SLA's

*Microsoft and ITIL Certification an advantage

*Knowledge of VMware an advantage

This is a great opportunity to join an established, yet growing organisation during an exciting period of change. The salary on offer for this role is £26,000 - £30,000 plus an excellent benefits package and access to on the job training whilst working in a team of experienced IT specialists.

Please apply now to be considered!

IT Support Team Leader / Service Desk / Microsoft / ITIL / Permanent / Stoke on Trent / Staffordshire

Spring Technology is acting as an Employment Business in relation to this vacancy.

Spring Technology is an Equal Opportunities employer; we welcome applicants from all backgrounds.