IT Service Team Leader in Crawley - CV-Library

A fantastic permanent opportunity to join an established professional services business located in West Sussed as an IT Service Team Leader.

The current IT Support for the business is provided by a mix of an external Vendor for 1st line Service Desk and in-house team providing 1st and 2nd Line IT Deskside support. Providing all aspects of IT support from general fixes, on-site issues, software, hardware and systems issues.

The purpose of the role is to provide supervision of the Vendors and internal IT Support staff to always achieve a high standard of IT Support. There is a heavy emphasis around service and support and although you would be required to still be ‘hands on’ fixing as part of the team, the position is aimed more at someone that enjoys monitoring and evaluating the service provided to the business.

You will have technical IT Support experience (Deskside) at a 1st and 2nd Line level and have been involved or responsible for monitoring service level agreements.

Ideally you will have experience of working with or managing an external 3rd party vendor with 1st line service desk. The role is to also support and lead a small IT support team around the service and ensure the team are adhering to workloads and SLA’s, always providing a high level of service.

You will enjoy mentoring, coaching and on occasions providing basic level end user training to internal team members. Strong relationship building skills are essential with a confident and friendly disposition.

Skills/Experience and Attributes:

* Solid experience working within and supervising 1st/2nd Line IT Support (Deskside Support)

* Proven experience of working within an in-house team and an external third-party vendors

* Microsoft 365 (including Exchange Online)

* Microsoft Teams (set up and troubleshooting)

* Strong experience of MS Windows 10/11

* Any knowledge or experience of working with I-manage case management system is highly desirable

* Aderant Handshake (Sharepoint based Intranet)

* Experience of Active Directory

* The ability to learn new systems

* Fast learner and enjoy learning

* Excellent communication skills verbal/face to face and written

* Any training experience would be beneficial

* Knowledge of Cyber Security

* A knowledge of ITIL would be an advantage

* Highly organised

* Approachable, thoughtful and supportive

Please note this role is office based at least four days per week with the opportunity to work from home one day.

A car driver is required due to visiting other office locations