First Line IT Team Leader

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.