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In this pivotal position, you will lead a team of IT support professionals, ensuring excellent service delivery and continuous improvement to meet business goals.
Key Responsibilities:
Helpdesk Management:
- Oversee daily IT helpdesk operations, ensuring prompt resolution of 1st, 2nd, and 3rd-line support issues.
- Maintain effective communication protocols to keep users informed on issue status and progress.
- Develop escalation procedures to manage complex technical problems efficiently.
- Ensure accurate documentation and timely resolution of support tickets.
Team Leadership & Development:
- Supervise, mentor, and develop IT support staff, fostering a high-performance, collaborative environment.
- Conduct performance reviews and provide ongoing training to enhance team skills.
- Identify skill gaps and organise continuous learning opportunities for the team.
Technology & Systems Support:
- Drive the adoption of new and existing technologies to support business needs.
- Maintain up-to-date knowledge of IT trends, evaluating potential benefits for the organisation.
- Collaborate with other departments to ensure IT systems align with operational goals.
IT General Duties:
- Develop and maintain IT documentation to standardise processes and improve troubleshooting.
- Manage onboarding and offboarding processes, including device setup and configuration.
- Oversee IT inventory and stock management, ensuring timely procurement of equipment.
General Responsibilities:
- Promote a positive and growth-oriented culture by modelling openness and honesty.
- Identify opportunities for process improvement and innovation in IT support.
- Support the strategic direction of the IT department and perform additional duties as needed.
About You
- Proven experience leading an IT support team in a fast-paced environment.
- Strong background in helpdesk operations, including 1st, 2nd, and 3rd-line support.
- Microsoft 365 (Exchange Online, SharePoint, Intune, Entra ID)
- Active Directory and Windows Server/Windows Desktop OS
- Networking (DHCP, DNS, VLANs, VPN)
- Cloud technologies (OneDrive, SharePoint)
- ERP systems, 3CX Telephone Systems, and iOS support
- Mimecast and data backup solutions
Next Steps: Apply Now!
