IT Help Desk Team Leader

Taylor James Resourcing; City Of London; On-site; GBP 65,000 - 70,000; Full time

Job summary

A leading IT recruitment agency in London is seeking a Team Leader for the EMEA IT Operations Support team. The ideal candidate will have previous leadership experience and a strong focus on delivering exceptional IT support. Responsibilities include incident management, team leadership, and ensuring high-quality service for VIPs. Strong knowledge of ITSM and collaboration tools is highly desirable.

Qualifications

• Previous experience in IT support management is essential.
• A collaborative mindset with a focus on customer service.
• Knowledge of Active Directory and Azure AD administration.

Responsibilities

• Manage incidents and requests with effective communication.
• Lead the team in delivering high-quality IT support.
• Track KPIs and ensure operational stability.

Skills

Customer oriented service

Leadership skills

Data-driven decision making

Knowledge of ITSM frameworks

Tools

ServiceNow

Microsoft 365

Jira

VMWare ESXi

Job description

Overview

Date: 12 Jan 2024
Sector: IT
Type: Permanent
Location: London
Salary: £65000 - 70000 per annum
Email: [e-mail]
Ref: db0912024b

We are looking for a Team Leader to manage the EMEA IT Operations Support team (primarily based in London) and be the key point of contact for the End User community at the company. This position would be great for someone with some previous experience in an IT Leadership support role who is keen to develop their leadership skills further. The ideal candidate should be enthusiastic about delivering the highest standard of IT support, with a genuine interest in technology and its application in supporting the business.

You should be customer oriented with experience delivering a ‘White Glove’ service to VIPs. The role is more focused on leading & developing the team, so some previous man-management experience will be required. Also, as this is managing a technical team you will need to have worked previously in a senior technical role as this will help you to challenge & deliver solutions/processes that add value to the business and are fit for purpose.

The Team works hand-in-hand with other support teams across APAC & NASA to provide 24/7 support. This role will need to ensure correct handovers take place between regions with continued focus on key issues. There is an element of local on-call with the Team, Monday to Sunday 08:00hrs to 18:00hrs, and you will need to ensure this adequately resourced. Managing the EMEA Operations Team and acting as the key point of contact for user incidents & requests and ensuring a “white glove” service is provided/tracked for VIPs within the firm.

Responsibilities

• Ensuring incidents/requests are correctly triaged and prioritized to effective resolution, including user expectation & effective communication.
• Lead by example to set the standard for support and manage all queues to ensure that no calls are unanswered or unassigned.
• Track all associated KPI’s & CSFs, as well as undertaking frequent reviews to make sure they remain relevant and effective in delivering the right outcome to our customer base.
• Use existing data (ticket & phone statistics) to ensure shifts are effectively managed, tickets are dealt with and the correct level of quality is being applied.
• Continuously look for ways to develop & improve the entire team, identify training & personal development requirements.
• Create and maintain accurate and concise ticket update/knowledgebase documentation within ServiceNow, with high focus on regional specifics.
• Educate colleagues on best practice, adoption & utilization of technology to improve services.
• Work with the IT Manager to identify trends/potential problems and plan to remediate.
• Review all frequent “Start of Day” checks to ensure they remain effective. Be responsible for the operational stability for printers/peripherals.
• Provide support with hardware and software maintenance.
• Assist in leading, championing and adhering to all global policies and processes to resolve issues and problems.
• Work with a “global mindset” to help ensure we deliver the same high service to our customers, regardless of location.
• Providing an escalation point for engineering and operations teams.

What we’re looking for: Experience & Knowledge

• Previous experience within a customer facing IT Support Team leadership role/IT Support Team management.
• Experience using Data to drive desired positive outcomes.
• Good knowledge of ServiceNow ITSM (or similar).
• Customer oriented, with a passion for delivering excellent service and continuous improvement.
• A collaborator who can work within a framework of procedure and policies.
• Self-motivated and able to use initiative. Flexible and willing to work outside of the core hours if necessary.
• Knowledge and some experience of products within the Microsoft 365 suite.
• Good working knowledge of Productivity and collaboration applications such as Teams, SharePoint, OneDrive, and Exchange would be advantageous.
• Knowledge and experience of Active Directory & Azure Active Directory administration.
• Experience with collaboration tools such as Jira/ServiceNow; knowledge of VMWare ESXi, VCentre & Horizon; storage technologies; backup tools (e.g., Commvault); Azure AD (including conditional access, SSO, provisioning); Windows Server/client; Exchange Server; Active Directory; networking; monitoring (e.g., SolarWinds).