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IT Support Team Lead

Location: DURHAM, COUNTY DURHAM, UNITED KINGDOM Salary: 30,000-35,000 GBP (UK Pounds) Per annum, inc Benefits
Sector: Technology Job Type: Permanent
Shift Type: N/A Applications: 7
Posted: 30 days ago Reference: X3-491540

IT Support Team Lead

Location: Durham

Salary: £35,000

Type: Permanent


A global IT team are looking for an experienced IT Support Team Lead to drive a culture of servcie excellence within the team. You will be joining in an exciting period of technological transformation and will be at the fore front of the team’s decision making and interactions. This team is looking for a hands-on leader who has experience leading, motivating, and coaching 1st line support teams. Your responsibilities will include managing SLA’s and KPI performance alongside implimenting process improvements and driving efficiencies.


Responsibilities include:

• Day-to-day management of the IT Support function

• Lead a team of service desk analysts, and be an escalation point for complex issues

• Create and implement processes to improve service delivery

• Develop and maintain self-service knowledgebase content to promote a ‘shift left’ culture

• Ensure compliance with defined SLAs and KPIs, and produce regular performance reports

• Provide mentoring/coaching to enable the personal development of the Helpdesk team

• Identify patterns and trends within support requests

• Monitor, review, and record customer feedback to determine effectiveness of support services

• Perform quality assessments of the Helpdesk function


Essential skills required for this role include:

• Experience managing or mentoring within an IT Support function

• Experience within a hands-on capacity in an IT Support Desk

• Knowledge and experience of implementing principles of ITIL/ITSM framework

• Excellent Customer Service skills

• Excellent inter-personal and relationship building skills

• Quality Management skills

• Experience of defining and working to SLAs and KPI measures


Please apply ASAP to be shortlisted for the position. You will be contacted within a week if you have been successful at this stage. You must be fully eligabel to work in the UK to achieve this position and be able to get into the office location.


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