Technical Lead

wavenet; Metropolitan Borough of Solihull; On-site; GBP 60,000 - 75,000; Full time

Job summary

A leading managed service provider in the UK is seeking a Technical Lead for their IT Service Desk. This role involves guiding a team in delivering exceptional technical support and ensuring customer satisfaction. You'll be responsible for mentoring service desk engineers, managing daily operations, and implementing best practices. If you have advanced technical skills and a passion for leadership and collaboration, apply today to make a real impact in this dynamic environment.

Benefits

25 days annual leave increasing to 28 days

Private medical coverage

Discounted health plans

Wellbeing support programs

Access to the Wavenet Academy

Qualifications

• Extensive experience in an IT Service Desk environment is required.
• Understanding of cloud services and virtualization is essential.
• Ability to effectively engage with diverse stakeholders.

Responsibilities

• Oversee daily operations and improve technical performance.
• Coach team members and develop growth plans.
• Address complex technical issues and implement best practices.
• Organise training sessions and lead customer onboarding efforts.
• Manage changes to IT systems with compliance and control.

Skills

Advanced technical skills in IT systems

Networking expertise

Proficiency in Microsoft technologies

Strong communication abilities

Leadership experience

Collaborative approach

Job description

Job Description

Role Overview

As the Technical Lead for our IT Service Desk, you'll be essential in guiding our team to deliver exceptional technical support. You'll mentor service desk engineers and collaborate on customer onboarding, ensuring a smooth operation.

Key Responsibilities

• Oversee daily operations and identify trends for continuous improvement in technical performance.
• Coach team members, enhance skills, and develop personalised growth plans to foster professional development.
• Act as the go-to person for complex technical issues, staying updated on industry trends and best practices.
• Implement best practices to ensure high-quality support and efficiency within the service desk.
• Organise training sessions to share knowledge and promote ongoing learning among team members.
• Collaborate with teams to ensure a seamless customer onboarding process, addressing any technical challenges.
• Represent the Service Desk in meetings, contributing insights for effective solutions and decision-making.
• Determine needs for on-site visits and prioritise remote support strategies to enhance service delivery.
• Manage and document changes to IT systems, ensuring compliance and smooth implementation through thorough change control processes.

Qualifications

Skills and Experience

• Advanced technical skills in IT systems, networking, and support.
• Proficiency in Microsoft technologies, cloud services, and virtualization.
• Strong communication abilities to engage effectively with diverse stakeholders.
• Proven leadership experience in an IT Service Desk environment.
• A collaborative approach and a commitment to continuous learning.

Additional Information

• Office-Based Working: A collaborative approach with team support, requiring you to work in one of our offices. This role emphasises in-person teamwork and engagement at Wavenet.
• Annual Leave: Start your journey with 25 days of leave, increasing by one day each year up to 28 days—our way of expressing appreciation for your dedication.
• Health & Wellbeing: Your wellbeing is our priority. Benefit from private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance program, all facilitated by our Wellbeing Team.
• Wavenet Academy: We are excited to announce the launch of Wavenet Academy, our new user-friendly Learning Management System (LMS). This platform is designed to enhance learning, training, and personal development initiatives across our organisation.

Ready to join the UK’s largest managed service provider? Apply today or contact our friendly Talent Acquisition Team at [e-mail] for more information.

We are committed to building a diverse and inclusive workforce. We welcome applicants from all backgrounds and experiences to apply and bring their unique perspectives to our team.