IT Support Team Lead
hace 1 mes
We are seeking an experienced IT Support Team Lead to join our Kingsway team. The successful candidate will oversee day-to-day supervision of the Kingsway IT Service Desk, ensuring all IT Service Desk processes run smoothly.
About the Role- Oversight of service requests, incidents, and escalations while mentoring a team
- Act as a bridge between DC IT users, IT service support teams, and third parties to resolve incidents within SLA and KPI targets
- Maintain strong working relations with key stakeholders
- Pro-active ownership of user issues and service requests, actively managing, investigating, and conducting the process to resolution, ensuring all SLAs and escalation points are met
- React to and escalate incoming incidents, facilitating incident resolution with internal support teams and external third parties
- Engage with clients to set and manage expectations in relation to service levels, deliverables, and resource coordination
- Be the go-to person for key service issue resolution within Kingsway DC, acting as a point of reference to business users while clearly communicating progress and improvement plans
- Hands-on 1st or 2nd line role within a busy Service Desk
- Experience working with Incident & Problem management
- Experience of operating in a diverse global environment with both internal and external resources
- Experience working with technical IT teams
- A competitive salary of £35,000 - £45,000 per annum
- Incremental holiday allowance
- Staff discount on qualifying purchases across Group retail stores and online
- Exclusive colleague bike discount scheme
- Discounted gym membership
- Personal development opportunities to learn and develop at work
- Access to apprenticeships and accredited qualifications
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