IT Team Lead

21st Jun 2022

The Team Lead will be responsible for operations, ad-hoc projects and technical support for local and international users.

  • Day to day management and development of the Service Delivery and Application Support dealing with any operational and staff issues, shift rotas, holidays and planning, liaison with other IT staff and escalation to Service Delivery Manager as necessary.
  • Continually look for ways to improve the overall support services to the firm through knowledge and process management.
  • Understand the IT requirements of the business and act accordingly to ensure these requirements are met in a timely and structured way, following escalation processes to ensure a consistent, professional and client-focused service
  • Achieving high levels of customer satisfaction across all IT Services delivered
  • Recruitment, on-boarding and training of any new recruits
  • Managing the rota to ensure that onshore support/offshore support is scheduled accordingly
  • Promoting a culture of self-service within the team and to staff across the business
  • Ensure teams daily, weekly and monthly tasks are complete on schedule and according to IT process.
  • Ensure IT support processes are followed and documented by the team
  • Ensure that the team are updating the asset database at all times.
  • Working closely with stakeholders in the business to improve customer relations and technical support.
  • Plan and schedule resources for Daily task management with the team
  • Responsible for compliance of team to IT policy and procedures and maintenance of IT assets in service manager
  • Perform ticket quality checks during monthly 1-1’s
  • Manage escalations from Senior Managers
  • Perform the role of Major Incident Manager whenever there is a requirement to do so
  • Understand the IT requirements of the business and act accordingly to ensure these requirements are met in a timely and structured way, following escalation processes to ensure a consistent, professional and client-focused service
  • You may be asked from time to time be asked to undertake other tasks that are considered to be relevant to your position.

To be considered for the opportunity, candidates will be expected to possess an understanding and awareness of the following technologies

  • Microsoft Windows Servers 2008/12/16 - including Active Directory, DNS, DHCP
  • Microsoft Hyper-V and VMware virtualisation technologies
  • Microsoft Azure and Office 365
  • Windows 7 and 10 operating systems
  • HP Servers and network equipment
  • Microsoft SCCM and SCOM
  • MDM Administration - InTune
  • Office 365 Admin
  • Desktop & Printer Hardware support
  • LAN and WAN standards protocols 
  • Expertise in supporting and maintaining back office systems and applications

Certifications in the following areas would be a significant advantage:

  • Degree in Computer Science or equivalent
  • ITIL and PRINCE2
  • Service Delivery Team Leader Certificate from the SDI (Service Desk Institute)

Closing date: 20th Jul 2022

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