Service Desk Team Lead

£38,768 - £46,124 (Band 6 with HCAS – MUST attend office twice a week)

Monday – Friday, Service Desk operates 8am – 6pm (shift rota 8am-4pm,9am-5pm,10am-6pm)

Hybrid working 2 days per week on site; after minimum 3 week induction period

We are currently recruiting for a Senior IT Support Officer / Service Desk Team Leader to provide second line IT support to end users, escalating more complex third line issues as appropriate to other members of the team or third-party providers. As well as managing junior members of the IT Service Desk team, providing on the job training, support and mentorship as well as line management, personal development appraisals and objective setting.

You will have responsibility for supporting IT services including end user support, hardware and software support, deployment of IT peripherals and devices including AV kit and other IT installations.

You will work with the IT Service Desk Manager to ensure SLA’s and KPI’s are being adhered to, highlighting any areas that are failing to meet SLAs and KPIs and providing mitigating actions; managing customer complaints escalating as necessary those that cannot be resolved.

You will have extensive knowledge and experience of Microsoft 365, Windows 10, Windows server technology, networking mobile device management solution and Video conferencing is essential with advanced trouble shooting. The ability to manage and lead a team and work effectively as part of a team are also essential.

Essential criteria

Qualifications

• Degree in an IT related subject or equivalent experience
• MCSE Certification or equivalent experience
• ITIL Foundation level

Knowledge and skills

• Knowledge of the ITIL framework
• Excellent interpersonal skills including motivating staff
• High level of analytical thinking and solving complex problems
• Microsoft certified network engineer or equivalent
• Able to demonstrate a high level of technical knowledge in relation to end user support and a range of IT hardware, software and systems such as O365, MS operating systems and AV
• Demonstrable skills in the deployment of hardware and software systems in a large organisation
• An understanding and commitment to equality and diversity
• Excellent oral and written communication skills, including the ability to communicate complex ideas to a range of audiences and to generate trust and confidence in individuals at all levels both within and outside the organisation
• Ability to engage effectively with a wide range of stakeholders, both internally and externally
• Ability to analyse and interpret complex information and present it clearly and precisely, both verbally and in writing
• Ability to communicate confidently and generate trust and confidence in individuals at all levels both within and outside the organisation
• Ability to motivate team members and other key internal and external stakeholders
• Ability to critically appraise and analyse technical documents and system reports to resolve IT issues
• Ability to cope with multiple and changing demands, meet tight deadlines and exercise sound judgement in the face of conflicting pressures
• Ability to act with a high degree of autonomy
• Ability to manage projects

Experience

• Demonstrable experience in a similar role supporting users over a multi-site environment
• Experience of troubleshooting complex IT issues in a reasonable timeframe and escalate issues where applicable to the relevant specialist teams
• Experience of supervision of junior staff and leadership skills
• Experience of supporting Microsoft 365 and Windows 10 OS including Windows 2012 server or above
• Extensive experience of active directory administration and support
• Experience of mobile device management solution such as MS Intune
• Experience of supporting video conferencing
• Experience of working with 3rd party suppliers and maintenance companies
• Experience of managing KPIs and SLAs

Desirable criteria

Qualifications

• M365 certification or qualification
• VMware Certified Professional
• PRINCE 2 or equivalent project methodology
• CCNA

Knowledge and skills

• Ability to act independently, think outside the framework of current procedures, challenge assumptions and produce creative solutions to problems

Experience

• Supporting a VDI solution
• Experience of supporting a MS Dynamics or SharePoint environment
• Experience of supporting the Adobe Creative Suite
• Working in a similar role in the NHS

If you feel you have the skills and experience needed for this role; please do apply now.