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- Location: Birmingham
- Job Type: Full-time Office Based
We are seeking an IT Helpdesk Support Lead to join our team in the Birmingham Office. This pivotal role involves working closely with the IT Operations Manager to ensure the delivery of effective ICT services. The successful candidate will lead our IT Support Team, comprising 1st and 2nd line engineers, and will be instrumental in managing BAU incidents, complex issues, and service improvements. This role is crucial for maintaining a consistent and reliable support function and will serve as an escalation point for both the IT Support team and the wider business.
Day-to-Day Responsibilities:- Lead, coach, and coordinate the IT Support team, acting as the primary point of contact for IT support within the team and across the group
- Oversee the delegation and progress of workloads to ensure efficient resolution of ICT issues.
- Maintain and support complex ICT solutions that meet operational requirements while adhering to business continuity and security accreditation arrangements.
- Exercise autonomy in delivering a robust support service through sound decision-making, prioritising work effectively.
- Implement and proactively improve the groups policies and procedures to enhance service delivery.
- Manage IT hardware and software deployments, system patching, and health checks in compliance with IT and security compliance requirements.
- Raise awareness of IT initiatives, develop best practice solutions, and create knowledgebase materials to enhance IT education among non-IT staff.
- Collaborate with the Digital Infrastructure team on technical advancements and issue resolution.
- Identify trends in IT incidents and requests, devising strategies to reduce and prevent recurring issues.
- Proven ability to lead a team of ICT technicians, ensuring secure and robust access to systems for both office-based and remote colleagues.
- Strong experience with Microsoft O365, Azure, and Intune administration, and Windows 10/11 deployment and maintenance (SCCM/Autopilot).
- Excellent leadership skills, with the ability to work collaboratively and drive high performance.
- Ability to manage urgent and complex support issues, serving as the escalation point for all requests and incidents.
- Experience in developing professional relationships with customers and key stakeholders.
- Excellent communication skills, capable of clearly conveying processes and procedures both verbally and in writing.
- Experience in a team lead role for IT Service Desk technicians or in technical leadership.
- Strong troubleshooting skills with IT hardware and software.
- Experience in IT Procurement, including management of 3rd party vendor relationships and licensing renewals.
- ITIL V3/V4 or similar Service Management accreditation.
- Competitive salary and benefits package.
- Opportunities for professional development and training.
- Inclusive and supportive work environment.
To apply for the IT Helpdesk Support Lead position, please submit your CV and a cover letter detailing your relevant experience and why you are interested in this role.
