Service Desk Team Lead

This role will play a pivotal role in maintaining and optimising IT systems. This position requires expertise in providing technical support and ensuring seamless IT operations.

Client Details

This opportunity is with well known sports body.

Description

Responsibilities include but are not limited to:

Advanced Troubleshooting: Handle and resolve more complex technical issues that require deeper knowledge and experience.

Escalation Point: Act as an escalation point for complex issues that junior technicians are unable to resolve.

Incident Management: Take the lead on managing critical incidents, ensuring timely resolution and communication with stakeholders.

Root Cause Analysis: Perform root cause analysis for recurring issues and recommend long-term solutions.

Process Improvement: Identify areas for process improvement within the service desk operations and contribute to the development of new procedures.

Documentation and Knowledge Sharing: Create and maintain and approve technical documentation, knowledge base articles, and standard operating procedures.

Quality Assurance: Ensure that the quality of service provided by their service team meets or exceeds established standards.

Direct reports: Mentor, train and manage a Service team of IT Technicians, providing guidance and sharing best practices.

Additionally cover the same day to day duties of an IT technician

• Providing Local IT support to all staff at the Premier League London
• Office, whilst also providing remote support alongside the rest of the Service Desk team in all other offices
• Diagnosing and troubleshooting incoming incidents within agreed SLA targets
• Providing general support and maintenance of all laptops and mobile devices
• Office 365 administration
• Maintaining the Software and Hardware inventories
• Assisting the IT department in any projects they are involved in
• Management and support of all printers and photocopiers
• Management and support of onsite Audio-Visual equipment
• Producing and improving the corporate IT Knowledge Base
• Maintaining assets in CMDB system

Profile

The successful applicant should have:

• Proven experience working in a similar senior or lead technical IT role
• Mentor, train and manage a Service team of IT Technicians, providing guidance and sharing best practices
• Experience providing support for desktop platforms including Windows 11
• 3 Years + experience with Office 365 administration and full Office Suite
• 3 Years + experience with Microsoft Active Directory, Intune and Azure
• Experience in troubleshooting software and hardware faults
• Proven knowledge and understanding of ITIL principles
• Proven leadership skills with the ability to effectively manage teams, remain composed, and drive results under pressure
• Confidence in communicating with people and understanding their IT concerns
• Ability to form strong working relationships to best assist all staff, as well as having a good logical approach to problem solving

Job Offer

• A competitive salary ranging from £40,000 to £50,000 per annum.
• 5 days on site in Paddington - reduced to 4 after probation.
• Free breakfast and lunch provided daily.
• A permanent role with opportunities for career growth.

If you are a motivated Senior Technician ready to advance your career, we encourage you to apply now.