Help Desk Team Lead, Jobs, 5335
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Help Desk - Team Lead - Glasgow

Help Desk - Team Lead - Glasgow

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Date Job Posted Monday 29 Nov 2021
Reference 5335
Category 2nd/3rd Line Support
Employment Type Permanent


Be-IT are delighted to be working with a large household brand on the search for an IT Support Team Lead to join their team.

This role will uphold the helpdesk function for the business so they are looking for a talented and driven Senior IT Engineer to join the team, not only will you have excellent managerial skills, but you will also be passionate about technology and enjoy remaining hands on with support tasks.

Tasks/Duties

•Management of the internal IT service desk team, contributing to picking up support tickets/issues and providing escalation point for both customers and IT helpdesk staff.

•Development of service desk processes in line with ITIL best practices. This includes incident, major incident, service fulfilment, access management, problem, change, and event management.

•Monitor and manage Service Desk SLAs/KPI’s.

•Ensure out of hours support rota is maintained and able to resolve issues as required.

•Ownership of the client on-boarding/change role/leaver process.

Experience/Skills Required

  • Previous experience in a lead role or in a 3rd line position looking for a step up
  • Ability to coach and mentor team members – ensuring they are delivering an excellent service.
  • Passionate about tech and happy to remain in a “hands on” role.
  • Excellent IT hardware and software knowledge, including: Microsoft - Network Services, OS’, 365, Server, Workstation builds and configuration, Both on-premise and cloud technology.

 

This role will be based in the clients Glasgow office, however, has the opportunity to move to hybrid working model after a settling in period.   You will work 8.30am to 5.30pm Monday – Friday & 1 in 3 Saturdays.

 

Please get in touch with Zoe from Be-IT on 0141 378 6672 or zoe.calder@be-it.co.uk for more information.

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