End-User Support Team Leader

Sanderson Recruitment Plc

Posted on Nov 19, 2024 by Sanderson Recruitment Plc
Bristol, Somerset, United Kingdom
IT
Immediate Start
£42k - £47k Annual
Full-Time

The End-User Support Team Leader is responsible for managing a team of Desktop Support Engineers to deliver high-quality 2nd-line support services. The role involves overseeing the support of standard desktop systems and specialised equipment, driving service improvements, ensuring a customer-focused approach, and fostering a collaborative team environment.

Key Skills

  • Strong technical expertise in desktop support (Windows, iOS, Linux, MacOS) and specialised configurations.
  • Experience in managing and developing teams to deliver exceptional customer service.
  • Familiarity with ITSM tools, ticketing systems, and KPI/SLA management.
  • Excellent problem-solving and strategic-thinking abilities.
  • Effective interpersonal and communication skills with a customer-focused mindset.
  • Ability to plan, prioritise, and manage workloads for self and team.
  • Knowledge of process improvement and performance monitoring.
  • Desirable: Experience with Linux desktop environments.

Responsibilities

  • Manage a team delivering 1st and 2nd-line support for standard desktops and specialised equipment.
  • Ensure incidents and service requests are resolved efficiently, utilising escalation processes as needed.
  • Oversee resource allocation to maintain service continuity during peak periods.
  • Act as an escalation point for complex issues and capture lessons learned.
  • Drive technical skills development through training and development plans.
  • Monitor SLA and KPI performance, analysing trends, and implementing improvements.
  • Champion best practices and share knowledge to enhance operational maturity.
  • Lead recruitment, appraisals, performance management, and staff well being initiatives.
  • Establish and uphold high customer service standards, resolving escalated complaints.
  • Produce performance reports with insights and resource recommendations.
  • Lead or contribute to process improvement initiatives and IT projects.
  • Perform on-call duties as required.


Reference: 2853255658

https://jobs.careeraddict.com/post/97158789

This Job Vacancy has Expired!

Sanderson Recruitment Plc

End-User Support Team Leader

Sanderson Recruitment Plc

Posted on Nov 19, 2024 by Sanderson Recruitment Plc

Bristol, Somerset, United Kingdom
IT
Immediate Start
£42k - £47k Annual
Full-Time

The End-User Support Team Leader is responsible for managing a team of Desktop Support Engineers to deliver high-quality 2nd-line support services. The role involves overseeing the support of standard desktop systems and specialised equipment, driving service improvements, ensuring a customer-focused approach, and fostering a collaborative team environment.

Key Skills

  • Strong technical expertise in desktop support (Windows, iOS, Linux, MacOS) and specialised configurations.
  • Experience in managing and developing teams to deliver exceptional customer service.
  • Familiarity with ITSM tools, ticketing systems, and KPI/SLA management.
  • Excellent problem-solving and strategic-thinking abilities.
  • Effective interpersonal and communication skills with a customer-focused mindset.
  • Ability to plan, prioritise, and manage workloads for self and team.
  • Knowledge of process improvement and performance monitoring.
  • Desirable: Experience with Linux desktop environments.

Responsibilities

  • Manage a team delivering 1st and 2nd-line support for standard desktops and specialised equipment.
  • Ensure incidents and service requests are resolved efficiently, utilising escalation processes as needed.
  • Oversee resource allocation to maintain service continuity during peak periods.
  • Act as an escalation point for complex issues and capture lessons learned.
  • Drive technical skills development through training and development plans.
  • Monitor SLA and KPI performance, analysing trends, and implementing improvements.
  • Champion best practices and share knowledge to enhance operational maturity.
  • Lead recruitment, appraisals, performance management, and staff well being initiatives.
  • Establish and uphold high customer service standards, resolving escalated complaints.
  • Produce performance reports with insights and resource recommendations.
  • Lead or contribute to process improvement initiatives and IT projects.
  • Perform on-call duties as required.

Reference: 2853255658

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