Helpdesk Team Lead

Job Summary

The Help Desk Team Leader is responsible for supervising and coordinating a small Help Desk Team, triage helpdesk tickets & direct workload to ensure all help desk SLAs are met in an accurate and timely manner.

This is a hands-on role which will require you to investigate & remedy IT issues and/or direct any escalations to the appropriate business unit. You'll be working closely with the IT Infrastructure Manager to implement any changes which will reduce the amount of help desk calls logged, resulting in better IT services across the business.

The role will also ensure that any regulatory related tasks are performed & adequately documented to ensure the business meets its regulatory requirements & controls stipulated by the auditing team are adhered to.

The Help Desk Team Leader will be office based. Travel within the UK and overseas is a possibility but uncommon.

Essential Duties

The Help Desk Team Leader will be responsible for:
Day to day management of office IT systems including workstations, laptops, phones, office servers, network devices and business applications.
Triage incoming helpdesk calls & assign to relevant business units
Manage workload of the helpdesk team
Provide day to day support functions as required for internal and external clients
Be aware of IT security best practices and ensure that the systems are protected
Ensure that documentation for the IT systems is kept up to date and amended where necessary
Perform procurement for staff IT hardware (laptops, keyboards, phones etc)
Technical fault diagnosis and resolution, incident management and assisting with basic troubleshooting and notifications
Work on internal processes to improve performance, reliability and usability
Create, maintain audit and edit user accounts.

Requirements

REQUIRED EXPERIENCE / QUALIFICATIONS

Experience in computer support and knowledge of PC, Server hardware and networking equipment
Knowledge in the use of applications such as MS Office 365 and the major Microsoft operating systems
Knowledge and experience of the following is essential; MS Windows Server, MS Windows 10/11, Active directory,
Knowledge of the following technologies is desirable, PowerShell, Networking systems
Experience in leading a team is desirable
Experience in procurement is desirable

Competencies/Skills

Communication

Highly Numerate
Empowered decision making
Strong oral and written skills
Fosters open communication

Personal Effectiveness

Acts with integrity
Demonstrates adaptability
Personal organisation
Sensitive to cultural differences
Be prepared to be in the front line, handle queries and proactively handle issue resolution
Strong work ethic and keen attention to detail
Be diligent, efficient and able to manage multiple conflicting deliverables including working under pressure
Question existing procedures, being able to point out weaknesses and suggest improvements challenging the status quo as necessary

Interpersonal

Builds relationships
Able to effectively share knowledge and teach other

Leadership

Cultivates teamwork
Effective and positive management of resources

Technical

Microsoft Server, Active directory including group policy,
Knowledge of the following technologies is desirable, SQL Server, PowerShell, VMware
Knowledge of telecom/high transaction volume industries is desirable

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and requirements.