IT Service Desk Technician Lead – to £42k plus strong benefits package

• Do you want a career with a company who value and work with their staff to build strong career paths?
• Do your leadership skills match your technical prowess?
• Do you have a natural positive problem-solving personality?
• Can you lead a small technical Service team to deliver excellence?
• Have you been working in an IT Service Desk role for at least 4 years?

If you can say yes to all the above points, then read on, this is an opportunity to use your technical and people leadership skills to build an IT career with a well-respected and strong company. This company is well respected for working hard to ensure employees have a strong career path and find the company a great place to work.

My client is a class leading UK business who have a seven-year order book, so they are strong and good at what they do. This role is ideal for someone with a good IT education with experience of working in a structured IT support team.

What will you be doing?

The role is based in Coventry working as part of a larger UK IT team. You will lead a small group of IT Service Desk Technicians to provide in person and telephone IT technical assistance to my client’s internal customers in the Coventry Office. You will be leading the service desk and ensuring that IT Tickets are prioritised to ensure seamless operations by diagnosing, troubleshooting and resolving hardware and software problems. You will lead, motivate and drive quality within your team.

Activities

• Leadership & Management: Ensuring the performance of the Coventry support function through effective leadership and Management whilst reporting team performance and progress to management.
• Support: Working in a front of house position offering in person customer and technical services.
• Customer Focus: Provide exceptional operational customer service and ensuring customer effort is minimised.
• Project Management: Successfully managing and delivering projects through project planning, work assignment and stakeholder communication.
• Service Management: Applying principles of ITIL Service Management through day-to-day application of applicable ITIL practice such as Incident, Problem, Service Request Management.
• Major Incident Management: Support customers by providing communications management as a part major incident event management.
• Personal Development: Ensuring the personal development of those within the team through techniques such as coaching, mentoring, formal training and maintaining team skills matrix.
• Documentation: Creating, maintaining and giving training on appropriate policies, guidelines and knowledge base articles for the resilience and future scalability of the Service Desk Team.
• CI: Implementing continual improvement in all aspects of the role.

What skills and experience do you need for the role?

This is a colleague facing role where you often be the face of the IT team. Therefore, your personal skills in how you communicate and deal with colleagues who have IT problems is just as important as your technical skills. You will also motivate, monitor and coach the Service Desk Team to deliver excellence in IT Service.

• Strong 2^nd Line IT Support skills and knowledge.
• A strong working knowledge of ITSM and ITIL processes and frameworks.
• Experience of leading and coaching a team of IT technicians.
• Attention to detail and the ability to improve and adjust processes to get the best out of your team.
• High degree of tenacity in solving problems in a logical and professional manner.
• Ability to handle situations where colleagues may be feeling stressed about their IT issues.
• The ability to prioritise the most important and impactful incidents or requests.
• A natural confident, assertive and positive professional manner.

You should have a solid education that includes a minimum of GCSE level 5 or above in English and Maths, ideally you will have a, BTEC or a degree in IT, if not you should be able to demonstrate substantial Leadership or Management training or experience.  Your technical experience should include the following.

• A minimum of 4 years working in an IT Service Desk or IT Support Team
• Solid skills within the Microsoft operating environment including Active Directory and Exchange.
• Strong hands-on experience with ITIL processes and controls and experience with Service Desk Ticketing systems.
• CompTIA A+, Network +, Security + or equivalent, plus ITIL foundation.
• Experience with remote desktop.
• Knowledge of DHCP, DNS and VPNs.
• Knowledge of smartphone and mobile device support.

What is in it for you?

Not all jobs are with financially strong companies who care about making their working environment a great place to work. This is the opportunity to build a career, and yes, they help with that too, within a bigger IT team where they like to promote within rather than hire in new staff. As well as a good salary, there is a strong benefits package.

Life Assurance - 4x salary, after 3 months of service.  

Pension Scheme - Company contributions up to 10% if employees contribute 5%. Pension contributions are made through salary sacrifice and the company re-invests the NI savings into your pension fund. 

Loyalty Growth Units - A scheme rewarding our collective efforts if we hit our profit targets. Think of it like a long-term bonus pot! Eligible for employees with 6 months service. 

Holiday - 33 days holiday (including bank holidays) plus an extra day after 10 and 20 years. Option to ‘buy’ up to an extra 10 day’s holiday.

Great Place to Work® - ranked for as one of the UK’s Best Workplaces™ since 2018, one of the UK’s Best Workplaces for Women™ since 2021, and one of the UK’s Best workplaces for Wellbeing™ since 2022.

Long Service Awards - We reward loyalty with additional holiday at 10-, 20- and 30-years’ service, and gift voucher awards at 15 and 25 years.

Family Friendly Policies - We offer enhanced maternity pay (12 weeks at 100%, 14 weeks 50%), paternity pay (2 weeks at 100%) and adoption (to match maternity/paternity) pay, after 6 months service.

Flexible Benefits - Including private healthcare for you and your family, discounted gym

memberships, the ability to purchase cars, bikes and more.

Flexible Working - Including options such as flexitime and hybrid working. 

Learning & Development - Investment in people, offering technical and professional development and qualifications, personal development and leadership and management development.