Desktop Support Team Leader
Up to £47,000 with great benefits
Hybrid (Bristol office 1 day/week)
We’re looking for an experienced Team Leader to oversees a team of support engineers responsible for providing high-quality end user support, encompassing both remote assistance and on-site support.
You’ll monitor demand and performance against SLAs and KPIs, and offers direction to the team in order to provide excellent levels of customer service. This will take the form of both proactive and reactive support activities and will ensure that a responsive and customer-centric service is delivered leading to a great customer experience.
You will:
Ensure that all incidents and service requests are being responded to, assigned, and resolved within a timely manner, through use of daily huddles across IT Services and utilise escalation processes where necessary to keep things on track.
Oversee resources within a shared pool dedicated to supporting the desktop environment and collaborate closely with management and fellow Team Leaders to ensure uninterrupted support for all Digital Services during peak demand periods.
Lead a team that offers 1st and 2nd line support and assistance for specialised spaces, specialised computing or other more specialist configuration items utilised to support Enterprise Applications.
Act as point of escalation from within the team and ensure escalations are handled rapidly, considering wider implications of issues and ...