End User Support Lead

We are looking for a 1^st / 2^nd line End User Support Lead to support, maintain and manage our IT End User devices and systems. Based in our Raunds office, you will be leading a team of End User Support Analysts whilst remaining technically hands on. Within this role it is essential you are adaptable and able to work in an everchanging environment and able to make quick clear and rational decisions, including the ability to delegate.

The role is more than just fixing problems; it's about setting the tone for great support. By leading the team with a focus on consistency and clear communication you will help ensure issues are resolved quickly and users feel supported throughout.

This is full time permanent position based from Raunds with some travel to other sites such as London or Northampton.

What will I be doing as an End User Support Lead.

• Ensuring the team are able to provide 1st and 2nd Line Support to end use devices and associated equipment in Microsoft and Mac OS, iOS & Android based technologies
• Work closely with the service desk and service delivery teams in addition to the 3rd line teams.
• Support to be provided extends from desktops, laptops, mobile devices to, warehousing and transport systems.
• Continuously improve the service delivered to the teams stakeholders

Skills and experience required:

• Experience leading a team within an IT support-based role.
• A good understanding of active directory and Office365
• Excellent problem-solving skills.
• Understanding of basic networking topology, DHCP scopes, IP addressing, DNS etc.
• Experience in technical support of End User devices and associated equipment in Microsoft and Mac OS, iOS & Android based technologies.
• Understanding of ITIL methodology is preferred
• Strong self-starting capabilities
• Familiarity with device management consoles (e.g. Intune, SCCM, MDM tools)
• Comfortable with remote support tools and troubleshooting
• Ability to transfer knowledge via appropriate measures to improve first time fix rates and prevent repeat calls.
• Excellent ticket and people management skills
• Self-motivated approach to researching new technical concepts and emerging technologies
• Safety-first approach to applying changes and fixes on production systems.

You will need to be confident with working within this environment and may need to lift equipment.  An ability to communicate effectively and confidently with customers and IS teams is an absolute must. 

What we can offer you:

• Competitive salary and annual company bonus
• Excellent pension scheme (company contribution of up to 12%)
• 25 days holiday + bank holidays with the option to buy additional days
• Staff Discount
• Employee Assistance Programme
• Exceptional Reward and Recognition events

How to apply

Good luck with your application.  Before you apply, please speak to your manager, so that they are aware of your interest in this role.  You will also need to attach a CV and Cover Letter as part of your application.  Please take note that this advert is a summary of the main duties and responsibilities and may be subject to change.  If you have any questions or need further support or information, please contact the Hiring Manager Brian McKenzie, or Sam Wiggins, Recruitment Advisor.