IT Support Team Leader

Main Function of Job: Responsible for:

Leading, developing and managing the local IT Support Team at our Central London site.
Setting clear objectives for the teams that are aligned with the IT strategy and Business needs and to ensure that they are routinely met or exceeded.
Fully engaging and collaborating with local management of the site, ensuring that the IT support staff work closely with local colleagues to deliver the best possible service to users.
Monitoring and identifying any trends, problems or reoccurring issues logged with the IT Support Team and escalate these as appropriate.
Assisting and supporting the Support Specialist and Technician with incident escalations and problems through to resolution; providing training and supporting documentation where appropriate.
The provision of an efficient technical support service for onsite PCs, Laptops, MFDs, Wi-Fi, and all site equipment, ensuring that equipment and software is always completely functional and optimised for users and any other customers.
Ensuring that the IT Policy is enforced through user education and adherence to procedures.

Reporting Line:

Experience:

Degree or equivalent in relevant IT subject or relevant IT Experience.
MCP qualifications, CompTIA A+ or equivalent.
Experience within a customer service role
Solid knowledge and 2nd line experience of supporting a wide range of software packages, e.g. Microsoft Windows 10, Office 2019, Office 365.
Line management experience.
Troubleshooting of web browsers (Internet Explorer, Chrome, Firefox)
Troubleshooting PCs, Laptops, visualisers, data projectors and other technical equipment.
Sound knowledge of operating MFDs and

Active Directory Administration
SCCM Administration
Group Policy Administration
PC projects and rollouts
Imaging PCs and laptops using SCCM.
Experience of supporting mobile devices; Android, iPhones, iPads Tablets etc.
Active Directory administration
Solid experience using remote software monitoring tools.
Experience with Service Management Tools
Experience of documenting processes and procedures for users and internal Knowledge Bases.
PC hardware and software installation and configuration in a networked environment.
Microsoft Exchange
ITIL processes; Incident, Problem and Change Management
Packaging MSIs for SCCM
Intune Administration (Desirable)

Keyskills :
ManagementTeam Leader2nd LineDesktop Application Support

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