IT Support Team Leader

Description:

Our client is building a unique IT support business and are therefore looking for an experienced, flexible, and ambitious IT support desk team leader to join the business at an early stage and shape the development and structure of the team whilst being hands-on in the early stages as the business grows.

You will ideally have had both 1st / 2nd line support and some team leader / escalations experience and be able to seamlessly swap from hands-on support to leading a team of 1st / 2nd line technicians. You should also be able to demonstrate an investment in your own career with qualifications such as ITIL, CompTIA or Microsoft / Apple completed.

Adaptability and flexibility will be key here as well as the ability to listen, triage, fix and communicate technical support issues across a range of B2C scenarios.

All the usual skills apply; an ability to be forensic in your approach, establish and fix problems, deliver an impressive SLA level and create a great customer experience for a wide range of clients.

Responsibilities
 

• provide user support for core IT systems
• ensure all service SLAs are being met
• troubleshoot basic network problems, diagnosing and solving faults
• produce procedural documentation and how-to guides for new 1st/2nd level technicians and end users
   

Role

To apply for this IT Support Team Leader role, you will need previous experience in a similar role. You will also require the following:
 

• experience with Windows, macOS, iOS, Android operating systems in a B2B and B2C environment
• experience with server management - Active Directory, DNS, DHCP, wireless management would be welcomed but not essential
• excellent problem-solving skills with accuracy and attention to detail
• to be permanently resident in the UK and able to get to Manchester easily as and when needed