IT Colleague Support Team Leader

IT Colleague Support Team Leader

Department: Business Services - IT

Employment Type: Permanent

Location: Bristol

The purpose of the IT Colleague Support Team Leader is to oversee and manage the daily operations of the IT Colleague Support team to ensure efficient and effective delivery of technical services and support to the organization. This role involves coordinating the activities of the IT Colleague Support Team, managing resources, and implementing policies and procedures to maintain a high level of customer satisfaction and operational excellence.

• Assist with the Management of day-to-day operations within the IT Colleague Support Team.
• With assistance from the IT Colleague Support Manager and Specialist(s), produce monthly reports for the Head of IT Operations detailing SLA performance of the IT Colleague Team and / or Hardware team across agreed KPI’s.
• Ensure that Quarterly reviews, 1-2-1s and Performance Reviews are held regularly with the team and incorporate business and personal objectives which are supportive of the overall IT strategy.
• Uphold and ensure the quality of all Hardware builds (break fix and New starters) is fully Quality Checked; incorporating any new deployment & inspection methods deemed necessary for success.
• With assistance from the IT Colleague Support Specialist(s), routinely check the IT Colleague Support New Starter Dashboard; produce reports detailing successes and failures (using the RAG scale) & work with the Service Delivery manager on direct escalation and Service improvement outputs.
• Ensure that the delivery and quality of the firms Asset tracking provision upholds that expected of our ISO
  27001 guidelines (Leavers, Asset Tracking + regular audits using Audit Tools)
• Work with the IT Colleague Support Manager and Specialist(s) on the IT Colleague Support team of the future.
• Provide some assistance to the IT Colleague Support Manager with budgetary and financial matters with an overall view to drive down business cost (within the CST remit).
• Chair regular team meetings, to discuss current work, performance and streamline of processes.
• Handle confidential information in line with the firm's data security protocols.
• Promote new hardware and processes throughout the team; working closely with the Infrastructure team on new developments, ensuring new hardware can be supported by the firms IT Build guidelines.
• Identify areas for enhancement and improvement and bring these to the attention of the IT Colleague Support Manager if and when required.
• Work on projects (with other IT team members) to improve and augment service standards that support the IT Strategy.

Experience in Leadership and Team Management:

• Experience leading and managing a team of IT Professionals
• Assigning tasks and responsibilities to team members.
• Conducting performance evaluations and providing constructive feedback.

Technical Expertise:

• Extensive knowledge of desktop hardware and software.
• Proficiency in troubleshooting and resolving complex technical issues.
• Experience with operating systems (Windows) and common applications.

User Support and Training:

• Providing high-level technical support to end-users.
• Gathering user feedback and continuously improving support services.

Customer Service Orientation:

• Strong communication and interpersonal skills.
• Ability to explain technical issues in a clear and understandable manner to non-technical users.
• Demonstrating a strong customer service mindset and resolving user issues promptly.

Experience in Budget Management:

• Experience assisting the management of budget for an IT Colleague Support team.
• Assisting tracking expenditures and ensuring cost-effective use of resources.
• Identifying and implementing cost-saving measures.

Remote Support:

• Managing and optimizing remote desktop support processes.
• Utilizing remote support tools effectively to troubleshoot and resolve issues.
• Ensuring remote users receive the same level of support as on-site users.

Process Improvement:

• Identifying and implementing process improvements to enhance efficiency.
• Continuously evaluating and refining support workflows.

• Awareness of recent software & hardware developments.
• Maintaining excellent customer focus, ensuring the needs of the customer are always understood and prioritised.
• Previous management experience of supporting a team (preferably a remote team).
• Excellent interpersonal and communication skills in order to support users on IT related matters to ensure the efficient and smooth running across all locations.
• Be a Team Player with the ability to exude confidence.
• Positive Can do attitude with good facilitation qualities.
• Ability to multi-task and work under pressure delivery to tight deadlines.
• Able to work independently or collaboratively.
• Highly organised and able to handle multiple demands and deadlines simultaneously.
• Demonstrate compliance with our values of being clear, creative, determined and supportive.
• Significant experience of managing…