24 years experience of IT support across Belfast & Northern Ireland
For over 20 years Enhance Systems have been providing IT services to businesses throughout Northern Ireland & Belfast.
With Enhance we are not just your ‘IT Company’, we are your IT Partner and Trusted Advisor, ensuring you get the best out of your Technology!
We provide a full compliment of Managed Services including, IT Support, Network, Cyber Security, Microsoft 365 and Managed Backup.
About the role
We are looking for a seasoned IT Help Desk Team Leader to oversee our MSP help desk operations. This role involves managing a team dedicated to providing top-tier technical support to a diverse range of clients. The successful candidate will have experience in an MSP environment and demonstrate exceptional leadership and customer service skills.
Key Requirements
* Client-Centric Leadership: Lead a team of up to 5 IT help desk specialists who provide remote support to our clients. Ensure the team delivers prompt, effective, and client-focused solutions.
* MSP Strategy Implementation: Develop and implement help desk strategies tailored to an MSP environment, focusing on maximising client satisfaction and retention.
* Technical Expertise: Serve as the senior technical resource for the team, handling escalated client issues that require advanced knowledge and experience.
* Performance Management: Monitor team performance against MSP-specific KPIs and SLAs, ensuring that client expectations are consistently met or exceeded.
* Client Relationship Management: Build and maintain strong relationships with clients, understanding their unique needs and ensuring they receive the best possible service.
* Continuous Improvement: Continuously evaluate and improve help desk processes and tools to enhance efficiency and effectiveness in an MSP setting.
* Team Development: Mentor and develop team members, providing them with the training and resources needed to excel in an MSP-focused support role.
* Collaboration and Communication: Work closely with other departments to ensure a cohesive service experience for clients. Communicate effectively with both technical and non-technical stakeholders.
* Stay current with the latest IT trends and technologies to continuously improve help desk operations.
Qualifications
* A minimum of 3 years’ experience in an MSP or similar IT support environment.
* Proven leadership experience with the ability to manage and motivate a team.
* Strong technical acumen with a broad understanding of IT infrastructure, Microsoft 365, software, and networking principles.
* Excellent problem-solving abilities and a client-first approach to support.
* Superior communication skills, with the ability to convey complex technical information clearly and concisely.
* Relevant industry certifications (e.g., ITIL, CompTIA, Microsoft Certified Professional) are highly desirable.
What we offer
* A competitive salary and comprehensive benefits package.
* A dynamic role with the opportunity to work with a variety of clients and technologies.
* A supportive and collaborative work environment that values innovation and continuous learning.
* Career advancement opportunities within a growing MSP.
* A commitment to your personal and professional growth, with access to ongoing training and development opportunities funded by Enhance IT.
How to apply
Interested candidates should submit a CV and a personalised cover letter that highlights their experience in MSP environments and their vision for leading a successful help desk team.
If you are passionate about delivering exceptional IT support and thrive in a fast-paced, client-focused environment, we would love to consider you for our team. Apply today to take the next step in your IT leadership career!
Job details
* Salary: Attractive level of renumeration depending on expertise and experience
* Employment Type: Permanent Full-Time
* Hours: 40 hours per week (plus out of hours when required)
* Minimum Experience: 2 years commercial experience in a similar IT managed services role
* Location: Cookstown (Head Office)
Employee benefits
* Company Pension
* Free Healthcare & Wellbeing
* Fitness App
* 30 Days Holidays + Birthday Bonus Day
* Fully Funded Microsoft 365 Training Certifications
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