IT Support Team Leader

Main Objectives

• To provide IT desktop/server support to employees based in the UK at Medigold regional offices, client sites and remote workers.
• Provide mentorship to the IT Support Engineers and IT Apprentices both on-site and remote.
• Identify trends in support requests.
• Identify areas of improvement in processes to increase productivity within support.
• Ensure support tickets are being prioritised correctly.
• Help create a fair workload between IT Support Engineers and Apprentices.
• Be an escalation point for our IT support Engineers and IT Apprentices.
• Ensure the IT Apprentices are getting their off-job time.
• Help keep up-to-date How-To guides for our support team and end users.
• Provide support within agreed SLA’s.
• Escalate issues to the IT Operations Manager as required.
• Expand knowledge of IT systems used within the [Employer hidden — view at passion-project.co.uk] Group of companies.

Specific Responsibilities

• 1. Triage and Prioritisation:
  • Manage the helpdesk ticketing system to ensure timely triage and prioritisation of incoming tickets.
  • Assess the severity and impact of issues and allocate resources accordingly to meet SLA’s.
• 2. Escalation Management:
  • Assist with the escalation of complex technical issues to higher levels of support or appropriate stakeholders.
  • Provide guidance and support to helpdesk engineers in resolving escalated issues.
• 3. Team Leadership:
  • Lead, mentor, and motivate the team to deliver exceptional technical support.
  • Provide ongoing training and development opportunities to helpdesk staff to enhance their skills and knowledge.
  • Conduct regular performance evaluations and provide constructive feedback to team members.
• 4. Day-to-Day Operations:
  • Oversee the day-to-day operations of the IT helpdesk, ensuring smooth functioning and adherence to established processes and procedures.
  • Monitor helpdesk performance metrics and KPIs to identify areas for improvement.
  • Act as a point of contact for technical escalations and coordinate with other IT members/teams to ensure timely resolution of issues.
  • Add common solutions to the ticketing knowledgebase.
• 5. Customer Service:
  • Ensure that all helpdesk interactions are conducted in a professional and customer-focused manner.
  • Work closely with end-users to understand their technical issues and provide effective solutions or workarounds.
  • Continuously strive to improve the overall customer experience through proactive support and service excellence.

Requirements for this role

*Essential*

• At least 1 year demonstrable experience in a comparable role.
• Minimum 3 years of IT Support or comparable role.
• Previous desktop IT support experience.
• An understanding of varied IT systems.
• Strong understanding of PC Hardware.
• High level understanding of Operating Systems.
• Experience of dealing with clients/customers.
• Demonstrative verbal and written communication skills.
• People Management Skills.

*Desirable*

• There are no formal qualifications required for this role however an NVQ Level 3 (or equivalent) in a software or IT related subject would be desirable. ITIL Certification would be advantageous.

Our Company Benefits

• 31 days holiday inclusive of bank holidays, increasing with length of service
• Pension Scheme
• Access to Company benefits and discount portal
• Access to a Health Cash Plan
• Free eyecare vouchers
• Cycle to work scheme
• Access to confidential Employee Assistance programme
• Interactive mental health and wellbeing app

Interested in this role but want to find out more first? Email us at [contact hidden].