|1st Line Technical Support Team Lead - Chatham, Kent - Up to £34,000 + Bonus + Benefits – Dec/Jan Start
Due to continued expansion and success across the business, my client has a brand new opening for a 1st Line Technical Support Team Lead to join their team based Chatham, Kent.
40% of your role will be managing 4 members of a team and leading the delivery of all 1st line support services in accordance with the agreed SLAs and KPIs. The other 60% will see you undertake a hands-on customer-facing/at desk and administrative 1st line IT support role alongside the team.
You will be part of a close knit IT team carrying out everything from simple 1st time fixes, hardware projects, telephony and desktop setups, laptop/mobile device rollout's and general IT support duties and maintenance across the business.
Duties - Team Lead/Management
* Communicate, manage, review and determine workload and priorities for the 1st Line Support Team * Produce, maintain and communicate as appropriate the UK 1st Line Support Rota to underpin the agreed service level targets * Ensure that agreed UK 1st Line Support incident management and service request fulfilment targets are met and where possible exceeded * Coordinate team logistics and ensure the on-going focus on internal and external customer requirements * Develop, maintain and manage the UK 1st Line Support Services processes, procedures, standards and work instructions in line with industry best practice * Line manage and coach all direct reports, including all aspects of performance management, development, conduct, sickness management, appraisals, employee administration and recruitment * Maintain the company’s compliance standards and ensure timely completion of all mandatory on-line training modules and attestations
Duties - Hands on Support
* Assist with technical support as required (additions, moves & changes) to the computer systems with minimum disruption to services. * Undertake UK 1st Line Support tasks in accordance with agreed processes, procedures and service targets, escalating where appropriate to 2nd and 3rd line IT engineers via IT Service Delivery Manager * Liaise with third party IT hardware and software maintenance and support companies where necessary * Perform daily system operational tasks as and when required. * Produce and update UK 1st Line Support documentation & procedure manuals * Maintain the IT Hardware & Software asset register ensuring that acquisitions and disposals are registered and that records are accurate
Skills required: Essential
* Strong Citrix knowledge * ITIL certified * Proven IT Support Team Leader experience * Current/previously held a hands on IT support experience * Management of 3 or more IT Support Engineers (1st/2nd Line) * IT qualifications such as MCDST or COMP TIA A+ etc * Excellent verbal communicator with the ability to communicate with non technical individuals
Hours – Mon to Fri - 9am to 5pm (some out of hours will be required)
Discretionary bonus of up to 10%, 24 days holiday plus bank holidays off, holiday purchase scheme, pension – 5% employee, 8% employer contribution, private medical insurance, private health insurance, death in service, season ticket loan, cycle to work scheme, long service awards, quarterly employee recognition programme, Tax-free childcare vouchers, moving house & getting married day, season ticket loans, eye tests & glasses contribution, flu jabs and PerkBox discounts plus more.
Suitable applicants will be contacted within 24 hours of applying