IT Support Team Lead

  • ARM (Advanced Resource Managers)
  • Knowsley, Merseyside
  • Nov 05, 2021
Full time Information Technology Telecommunications IT Support

Job Description

Working as part of the EUS IT Support team the Team Leader will act as the focal contact for the service responsible for the support teams' day to day activities and performance, stakeholder management, customer satisfaction, operational alignment, line management and continual service improvement.

As an internal EUS IT Support Analyst TL you will support in the delivery of these services to the customer and be expected to perform 20% TL duties.

To provide a proactive and reactive technical support service to achieve customer satisfaction as required across the customer environment. In this role, you will work as part of an established team to manage and facilitate the resolution of technical issues in a timely and effective manner, ensuring minimum business impact in accordance with KPIs and SLAs.

Management duty:

  • Responsible for line management of the Internal EUS team
  • Provide team leadership, staffing mentorship and governance; produce and manage individual Performance Development Plans and carry out their regular review against individual and team objectives
  • Responsible for producing reports (both defined and ad hoc) in timeframes as required by the service
  • Scheduling of the support team rota covering days at our sites
  • Support the team with the development of technical skills needed
  • Identify training requirements, provide mentorship to the team and peers in the organization where needed

EUS Support:

EUS Support is responsible for level 1 and 2 support across a Windows 7/10, Windows Server, Exchange and Active Directory technical environment along with support for scanners and printers and mobile phones. Also supporting Wireless Access Points at height operating a scissor lift.

Responsibilities:

  • Responsible for escalation from Service Desk
  • Identify specific nature of user difficulties and provide specific and effective response to solutions
  • Work with users to understand a problem, determine the probable cause and logically take them through a step-by-step problem determination procedure either in person or over the telephone
  • Provide desktop support services to defined service levels
  • Interact with other Customer support teams to resolve issues
  • Assist customer end users with day to day desktop needs
  • Monitor, manage and resolve logged issues to a satisfactory resolution
  • Installation and management of peripheral equipment such as printers and scanners
  • Creation of Knowledge Articles and process improvements
  • Ensure regular and timely response based on customer's SLAs to email and telephone assistance requests, keeping users informed of problem resolution timeline and action plans
  • Identify and respond to situations that require a high sense of urgency and identify when escalation of issues is required
  • Build partnerships with users by regularly demonstrating expertise and professionalism
  • Independently assess and effectively respond to users' requests
  • Follow through on commitments made to users
  • Develop and document procedures/technical resolution as part of building a training library
  • Independently provide knowledge transfer of business and technical environment to the service desk, with the goal of increasing first-call resolution rate

Experience:

  • 3-5 years appropriate IT background and experience
  • Line management experience
  • Scissor lift training an advantage, but training will be given
  • Appropriate customer facing/user support experience - level 1 and 2
  • Demonstrable experience in supporting Windows Server technologies, Exchange, Active Directory, Windows 7/10
  • Office 2 and Office 365
  • Hardware, Scanner and Printer support
  • Mobile phone support
  • Understanding of IT workflows/ITIL practices
  • Knowledge and understanding of working to defined SLAs