IT Helpdesk Support Lead

• Location: Birmingham
• Job Type: Full-time Office Based

This role is crucial for maintaining a consistent and reliable support function and will serve as an escalation point for both the IT Support team and the wider business.

Day-to-Day Responsibilities:

• Lead, coach, and coordinate the IT Support team, acting as the primary point of contact for IT support within the team and across the group
• Oversee the delegation and progress of workloads to ensure efficient resolution of ICT issues.
• Maintain and support complex ICT solutions that meet operational requirements while adhering to business continuity and security accreditation arrangements.
• Exercise autonomy in delivering a robust support service through sound decision-making, prioritising work effectively.
• Implement and proactively improve the groups policies and procedures to enhance service delivery.
• Manage IT hardware and software deployments, system patching, and health checks in compliance with IT and security compliance requirements.
• Raise awareness of IT initiatives, develop best practice solutions, and create knowledgebase materials to enhance IT education among non-IT staff.
• Collaborate with the Digital Infrastructure team on technical advancements and issue resolution.
• Identify trends in IT incidents and requests, devising strategies to reduce and prevent recurring issues.

Required Skills & Qualifications:

• Proven ability to lead a team of ICT technicians, ensuring secure and robust access to systems for both office-based and remote colleagues.
• Strong experience with Microsoft O365, Azure, and Intune administration, and Windows 10/11 deployment and maintenance (SCCM/Autopilot).
• Excellent leadership skills, with the ability to work collaboratively and drive high performance.
• Ability to manage urgent and complex support issues, serving as the escalation point for all requests and incidents.
• Experience in developing professional relationships with customers and key stakeholders.
• Excellent communication skills, capable of clearly conveying processes and procedures both verbally and in writing.

Desirable Skills:

• Experience in a team lead role for IT Service Desk technicians or in technical leadership.
• Strong troubleshooting skills with IT hardware and software.
• Experience in IT Procurement, including management of 3rd party vendor relationships and licensing renewals.
• ITIL V3/V4 or similar Service Management accreditation.

Benefits:

• Competitive salary and benefits package.
• Opportunities for professional development and training.
• Inclusive and supportive work environment.

To apply for the IT Helpdesk Support Lead position, please submit your CV and a cover letter detailing your relevant experience and why you are interested in this role.