IT Support Team Lead / Support Team Lead / IT Support Team Leader / Support Team Leader / Technical Service Centre Team Lead / Support Team Lead / Technical Service Centre / Team Lead / Team Leader / Management / Guidelines / KPI / SLA / Performance / Technical Support / Support / IT Support / Customer Issues / Diagnostic / Diagnosing / Documentation / Team Briefings / Appraisals / Training / Fault Resolution / Working Practices / Staff Rota / Rota / 365 cover / Logging Faults / Fault Logging / Complaints / Fault Investigation / Compliance / policy / Reports / Reporting
IT Support Team Lead
One of our ISP West Midlands based clients is seeking an IT Support Team Lead to join their expanding Service Centre team. This role will form part of the 24/7/365 Service Centre, assisting the management team with day-to-day activities, development, effectiveness and quality of the work undertaken by the support team.
The IT Support Team Lead duties will include, but not limited to:
*Managing the IT Support team's day-to-day activities, ensuring that the team guidelines are adhered to at all times
*Monitoring the performance of the team, and its individual members against performance objectives and targets
*Undertaking a hands on technical support workload to maintain technical knowledge and act as an overflow when the team is at capacity, supporting customers via telephone and email, and logging issues on the internal systems
*Working with team managers regarding support and customer issues, escalating where necessary
*Creating and updating internal team documentation, including team briefings
*Collaborating with other teams within the business to achieve fault resolution
*Managing technical support complaints within the agreed SLA's, producing reports where necessary
*Ensuring customer compliance with acceptable use of policy
*Performing HR activities (sickness reviews, one-to-ones, appraisals)
*Producing reports for clients/management team as required
As the IT Support Team Lead you will be required to possess:
*Experience working within an IT Support Team Lead capacity previously
*Strong experience providing IT Support to customers
*Previous experience conducting training/appraisals
*Experience ensuring the team hit set KPI/SLA's
*Ability to work on a rota basis
With a salary on offer of up to £27,000 this is an excellent opportunity to progress your IT Support career further, working closely with the management team, and taking an active role leading an IT Support team.
This role does operate on a rota basis, and so any candidates which apply will need to be able to work on this basis.
To be considered for this opportunity, apply with your CV today, or contact Vicci on [Telephone number removed]
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