Description:
As the IT Hub Team Lead, you will be responsible for leading the provision of technical support to end users visiting the MyITHub ensuring their issues are resolved in a timely and professional manner and their devices work as expected. You will also be responsible for asset and deployment management of devices to ensure the business is fully supported in this context. You will provide coaching and support to less experienced members of the team to enhance their development.
Responsibilities:
- Supervise, mentor and coach the MyITHub team members, and direct and oversee their outputs, as appropriate, to ensure they provide optimal support to end users. As required, review team member’s work to ensure a focus on consistent and high quality outputs, supporting them on complex issues.
- Ensure the MyITHub provides a high standard of customer service in line with defined IT Service targets.
- Ensure all processes and procedures are conducted in line with best practise, such as the ITIL framework, so they are best in class.
- Ensure device provision and support are conducted appropriately so that an efficient and high standard of support is supplied to the organisation.
- Oversee the resourcing and management of the Hub, ensuring appropriate resources are in place at all times.
- Responsible for the end to end ownership of incidents and requests via the MyITHub, and that performance and activities are tracked, measured and reported appropriately with a view to enhancing the service offering of MyITHub
- Support an environment of continuous learning to ensure knowledge transfer happens.
Requirements:
- Role requires a minimum of 5 year’s experience in a IT support or IT Service Desk area, with focus on providing desk-side support and people management.
- Demand and Relationship management:
- level 4 IT Service Mgmt.:
- level 4 Knowledge of supporting and building Windows devices
- Experience deploying and supporting mobile devices.
- Must demonstrate excellent customer facing skills and strong stakeholder focus.
- Must be organised and able to follow process
- Ability to manage multiple issues and ensure the team drives them to resolution.
- Ability to proactively reflect and challenge when results are not being achieved and address areas requiring resolution.