IT Service Desk Team Lead

IT Service Desk Team Lead required by our market leading, award winning, professional services organisation based in Central Bristol. This is a hybrid role with 2 days a week onsite with flexibility.

The IT Service Desk Team Lead reports to the Head of IT and will be an important member of the IT Service Delivery Team. You will lead a team of 6 IT Service Desk Analyst’s who provide 1^st & 2^nd support to 1,850 users UK wide.

Main Responsibilities:

• Provide line management to ensure that all IT related issues are dealt with efficiently and expediently.
• Act as mentor and coach, ensuring that the skill and knowledge of each team member is maintained and extended.
• Being available to take inbound and outbound phone calls from/to employees and clients, meeting KPI targets and delivering excellent customer service.
• Manage escalations from the team and log all incidents and service requests in the IT Service Management tool ensuring detail is captured and updated through the lifecycle.
• Investigate technical issues; provide solutions or workarounds to ensure minimal impact to all stakeholders.
• Educate and upskill Tech Experts to improve the ability to achieve first time fixes and contribute to knowledgebase articles
• Carry out regular site visits in remote offices as required, maintain and prepare deployments of new hardware to the estate, provide IT sign off for changes to VDI image provisions.
• Support a diverse infrastructure estate across 7 office locations.

Ideal Background / Required Experience:

• A minimum of 4 years experience working within a professional and busy IT Service desk.
• At least 2 years experience of working in a similar position leading and managing a small team of IT Service Desk Analysts.
• Excellent customer service and communication skills; Ability to remain calm under pressure; Attention to detail; Excellent troubleshooting and problem-solving skills; Ability to prioritise and use initiative.
• Working experience of ITIL and ISO270001 processes and procedures.
• Exposure to a wide variety of technology, ideally including:
• Microsoft Windows (7, 10) and Microsoft Office (2003, 2010, 2013)
• Telephony Systems (Mitel, NuPoint, Redbox) and Mobile Telephony Systems.
• Comprehensive understanding of Active Directory, Microsoft exchange

This fantastic role comes with a basic salary of £35,000-40,000 p/a and on top of the bespoke training package, comes with the following benefits: A 10% annual bonus, remote working, annual salary review, 25 days holiday (which will increase to 30 days based upon length of service), private medical insurance, pension and many more.

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