IT Support Team Lead - Infra & Applications Tech Services Firm

Reporting to the service delivery manager the role will lead the day to day activities of the Desktop and Applications support team in line with recognised standards on a global basis, achieving agreed SLA’s and KPIs.

• Daily supervision of the Desktop and Applications support team, managing workload and tackling day to day problems as they arise
• Set and monitor team KPI’s and individual behavioural objectives
• Conduct regular 121 and team meetings in conjunction with the Service Desk Manager to understand and develop team capacity
• Work with the Service Manager to continuously improve the Desktop and Applications support operations
• Manage the day to day tasks of the team in regards to Incident, Request, Problem and Change management to ensure agreed business and client SLAs are met through both team management and being "hands‑on" when required
• Work with the Service Manager, ensure that appropriate team resources are deployed appropriately to provide global support cover with agreed hours (currently 08:00 – 22:30 GMT/BST)
• Communicating outage/emergency activities to the organisation
• Provide data for the reporting of KPI’s and trends to the Service Manager
• Mentor internal employees to improve overall IT service awareness and capability
• Work with other members of the Technology team to improve our own internal infrastructure to improve value for money, availability, serviceability and security
• Improve the perception of Technology by improving communication, developing a consultative approach to new implementations and delivering work items within agreed deadlines

• Comprehensive, hands on technical skills across the Service Desk, including:
  • Microsoft Desktop Support
  • Applications Support
  • Systems administration
  • Troubleshooting skills
  • Excellent customer service
• Demonstrable team senior analyst and/or team leader experience of an ITIL-aligned Service Desk/Applications support team
• Strong communication skills through being able to articulate technical matters at the right level to all parties involved at the time
• Experience of communication with both external and internal clients
• Demonstrable experience of improving an IT service function – Desirable