IT Support Team Leader

TN United Kingdom; Highbridge; On-site; GBP 35,000 - 55,000; Full time

Job summary

Join a forward-thinking company as a leader in the IT support team, where you will drive service excellence and continuous improvement. This role offers the opportunity to manage a dedicated team, oversee IT service management, and implement innovative solutions across the organization. You will play a pivotal role in enhancing IT services, ensuring high availability, and mentoring technical support analysts. With a commitment to quality and service, this position is ideal for someone passionate about technology and dedicated to achieving excellence in IT support.

Benefits

Competitive holiday allowance

Non-contributory pension scheme

Life cover

Healthcare cashback plan

Cycle-to-work scheme

Subsidized products and services

Partner discounts

Learning and development opportunities

Qualifications

• Experience in leading IT support teams and managing service desk operations.
• Strong understanding of IT security and governance principles.

Responsibilities

• Lead the IT support team and manage incident resolution within SLA.
• Project manage IT service projects and implement service improvements.

Skills

IT Service Management

Project Management

Technical Support

IT Security

Business Analysis

Education

Degree in IT or related field

Tools

SysAid

Active Directory

Job description

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We are looking for someone to lead our IT support team to provide high levels of IT service within Yeo Valley as a senior member of the IT Service Desk Team. You will assist in supporting the IT Service Team Support Analysts while demonstrating a commitment to service level achievement, continuous service improvements, and best practices across delivered IT services.

Your responsibilities:

1. Lead the team, being the first point of contact to the business for IT and Business Systems, receiving, logging, and triaging calls.
2. Manage the prioritisation, analysis, and resolution of Incident and Request tickets through their lifecycle within SLA/KPI.
3. Source new IT equipment and related hardware, obtain quotes, negotiate prices, secure budgets, order, and work with the IT Infrastructure Manager in maintaining the Service Desk components of the IT Budget.
4. Project manage cross-functional IT service projects, understand stakeholder requirements, perform initial solution reviews, and deliver recommendations.
5. Provide on-site solutions at Yeo Valley sites, fixing issues and equipment, delivering projects, and replacing, fixing, and installing audio-visual equipment.
6. Manage, develop, mentor, and coach Technical Support Analysts, developing problem-solving, technical, and business skills through 1:1s and long-term development conversations.
7. Proactively identify, outline, and implement service improvement opportunities across Yeo Valley IT Systems and processes.
8. Provide proactive solutions to the business, moving from reactive to predictive maintenance.
9. Build workstations, install software, administer Active Directory and Email, and perform departmental administrative tasks as needed.
10. Act as an escalation point for the IT Service Team, escalating to 3rd line support as required.
11. Carry out regular preventative maintenance to ensure high availability and reliability of IT systems.
12. Develop and review technical support documentation on IT Service procedures, common faults, and best practices.
13. Represent IT Service in Change Management and Major Incident Management frameworks.
14. Support the development and improvement of the ITSM Tool, SysAid.
15. Manage IT assets according to the Asset Management policy.
16. Adhere to Yeo Valley's IT Cyber Security and governance strategies.
17. Provide out-of-hours support on a rotating basis as per the policy.
18. Seek further training and continuously improve performance.
19. Maintain confidentiality of Yeo Valley intellectual property.

What do I need?

Systems Architecture

Level 2: Knowledge of system architectural models and the behavior and structure of system components and sub-systems.

Business Analysis

Level 2: Translate internal stakeholder and technology requirements into a strategic application portfolio plan.

Level 1: Knowledge of the data lifecycle from collection to analysis, aiding business stakeholders in deriving insights and trends.

IT Security

Level 2: Understanding of IT security challenges, risks, and technologies to mitigate risks, including data, application, information, and infrastructure security.

Effective Governance

Level 2: Manage projects, policies, and stakeholder relationships aligning with company goals.

Service and Supplier Management

Level 3: Deliver high-quality Service Management, aligning IT services with business needs, managing external vendors/services.

Why join us?

We’re an independent, British company producing high-quality yogurts, desserts, and ice cream. Operating from four dairies and two logistics centers, we employ over 1700 staff and produce over 25% of the UK’s packaged yogurt.

Benefits include:

• Competitive holiday allowance
• Non-contributory pension scheme
• Life cover
• Healthcare cashback plan
• Cycle-to-work scheme
• Subsidized products and services
• Partner discounts
• Learning and development opportunities to support your growth