Responsibilities:
* Manage day-to-day operations of the support desk, monitor the ticket queue, ensure SLAs are met, and escalate tickets as needed to ensure swift resolution.
* Inspire, mentor, and manage a team of first-line support technicians, fostering a productive and positive team culture.
* Conduct regular one-on-ones and performance reviews, providing constructive feedback and celebrating successes.
* Participate in a management on-call rota to handle first-line HR-related matters outside of regular office hours.
* Ensure the team resolves IT issues promptly, efficiently, and to a high standard, stepping in when issues require additional attention.
* Support your team's professional growth by coaching, providing development opportunities, and creating tailored career development plans.
* Manage team schedules, ensuring coverage for sickness and holidays, and ensuring optimal resource allocation.
Skills and Requirements:
* Experience within an IT desk/ MSP environment.
* IT knowledge in 365, Active Directory, basic networking, Microsoft Exchange, PC hardware, and software installations.
* Previous experience with leading or mentoring a team.
* Strong problem-solving skills and commitment to continuous improvement.
Benefits:
* Hybrid working model (2 days per week working from home).
* Westfield Health Benefits.
* 33 days of annual leave.
* Paid day off for your birthday.
* Option to buy and sell holidays.
* Additional benefits including mortgage advice, childcare vouchers, and more.
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