Desktop Support Team Leader
Up to £48,000 with great benefits
Hybrid (Bristol office 1 day/week)
We’re looking for an experienced Team Leader to oversees a team of support engineers responsible for providing high-quality end user support, encompassing both remote assistance and on-site support.
You’ll monitor demand and performance against SLAs and KPIs, and offers direction to the team in order to provide excellent levels of customer service. This will take the form of both proactive and reactive support activities and will ensure that a responsive and customer-centric service is delivered leading to a great customer experience.
You will:
- Ensure that all incidents and service requests are being responded to, assigned, and resolved within a timely manner, through use of daily huddles across IT Services and utilise escalation processes where necessary to keep things on track.
- Oversee resources within a shared pool dedicated to supporting the desktop environment and collaborate closely with management and fellow Team Leaders to ensure uninterrupted support for all Digital Services during peak demand periods.
- Lead a team that offers 1st and 2nd line support and assistance for specialised spaces, specialised computing or other more specialist configuration items utilised to support Enterprise Applications.
- Act as point of escalation from within the team and ensure escalations are handled rapidly, considering wider implications of issues and capturing and driving lessons learnt where possible.
- As a technical leader, drive and develop the technical skills of the teams through personal development plans and use of skills matrices, provide opportunities for the team to learn and support wider IT Services staff and leaders with training as required.
- Monitor SLA and KPI performance across the team and perform regular analysis to identify any trends or areas for improvement, capturing and tracking actions and working with colleagues across IT Services to deliver improvements.
- Champion best practices and share knowledge and expertise, both within the team and wider IT Services, in order to improve the overall maturity of the operation and support its evolution and improvement.
- Provide leadership and direction to the team including recruitment, appraisal, development and performance management of staff, supporting their wellbeing, productivity and ability to reach their full potential.
- Establish and maintain customer service standards for the Service Desk team, monitor performance to ensure that these standards are met and assist in the resolution of escalated complaints.
- Produce regular statistics and management reports to demonstrate service and team Performance.
- Leverage comprehensive technical expertise spanning desktop, audio-visual, and unified communications to actively contribute to knowledge sharing initiatives within the Digital Services team.
- Lead on delegated process improvement initiatives to enhance the efficiency and effectiveness of the operation and participate in wider projects that impact across IT Services.
