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Hours: After/evenings
Summary:
We are looking for a dedicated and proactive Support Desk Team Leader to oversee the day-to-day operations of our first-line support team. This role is critical in ensuring the smooth and efficient running of our support desk, maintaining high-quality service, and fostering a positive team environment.
Responsibilities:
- Manage day-to-day operations of the support desk, monitor the ticket queue, ensure SLAs are met, and escalate tickets as needed to ensure swift resolution.
- Inspire, mentor, and manage a team of first-line support technicians, fostering a productive and positive team culture.
- Conduct regular one-on-ones and performance reviews, providing constructive feedback and celebrating successes.
- Participate in a management on-call rota to handle first-line HR-related matters outside of regular office hours.
- Ensure the team resolves IT issues promptly, efficiently, and to a high standard, stepping in when issues require additional attention.
- Support your team's professional growth by coaching, providing development opportunities, and creating tailored career development plans.
- Manage team schedules, ensuring coverage for sickness and holidays, and ensuring optimal resource allocation.
Skills and Requirements:
- Experience within an IT desk/ MSP environment
- IT knowledge 365, Active Directory, Basic networking, Microsoft Exchange, PC hardware, software installations.
- Previous experience with leading or mentoring a team.
- Strong problem solving skills and commitment to continuous improvement.
Benefits:
- Hybrid working model (2 days per week working from home)
- Westfield Health Benefits
- 33 days of annual leave
- Paid day off for your birthday
- Option to buy and sell holidays
- Additional benefits including mortgage advice, childcare vouchers and more
At Adept Resourcing - Commercial & Engineering, we specialise in connecting companies with top talent that drives innovation, growth and success. With our industry expertise, extensive network and personalised approach, we're here to help you.
