IT Support Team Lead – Permanent – London City – £45,000 – £55,000 plus package

An IT Support Team Leader is required by my professional services client (law/legal) to ensure leadership of skilled support staff operating in an innovative and complex technical environment. The IT Support Team Lead will be responsible for ensuring the service provided to its customers by their team conforms to the agreed processes, targets and procedures. The 1st and 2nd Line Support teams support a Windows MS Office environment (Word, Outlook, Explorer) and Document Management Systems (DMS).

KEY SKILLS & EXPERIENCE
• Minimum of 2 years IT Support Team Lead experience
• Advanced knowledge of IT systems (MS WINDOWS, MSOFFICE (Word Outlook, Explorer), DOCUMENT MANAGEMENT SYSTEMS DMS)
• Familiar with Axios Assyst or other call logging systems
• Basic networking IT Infrastructure and hardware
• ITILv3 SDI ILM experience

Key Responsibilities
• Monitor and manage the call, e-mail and self-service traffic including active participation in the handling of support calls where necessary
• Ensure standards, policies and procedures are developed, maintained, communicated and followed within the region
• Handle the Major Incident Process – You will be required to become Major Incident Manager in the Severity 1 or 2 incident following strict specific process
• Identify and communicate common issues and problems to the appropriate contact
• Answer and monitor queries and enquiries from IT Support and other departments
• Handle escalated complaints
• Analyse and report of the performance of the team against service levels and Key Performance Indicators
• Identifying and closing performance gaps, analysing trends and management of performance of the team and individuals

This is an exceptional opportunity to join a global leader, so for more information on this exciting opportunity, please apply now.

Email ccoverman@eutopiaonline.com