Responsibilities
- Oversee daily operations and identify trends for continuous improvement in technical performance.
- Coach team members, enhance skills, and develop personalised growth plans to foster professional development.
- Act as the go-to person for complex technical issues, staying updated on industry trends and best practices.
- Implement best practices to ensure high-quality support and efficiency within the service desk.
- Organise training sessions to share knowledge and promote ongoing learning among team members.
- Collaborate with teams to ensure a seamless customer onboarding process, addressing any technical challenges.
- Represent the Service Desk in meetings, contributing insights for effective solutions and decision-making.
- Determine needs for on-site visits and prioritise remote support strategies to enhance service delivery.
- Manage and document changes to IT systems, ensuring compliance and smooth implementation through thorough change control processes.
Requirements
- Advanced technical skills in IT systems, networking, and support.
- Proficiency in Microsoft technologies, cloud services, and virtualization.
- Strong communication abilities to engage effectively with diverse stakeholders.
- Proven leadership experience in an IT Service Desk environment.
- A collaborative approach and a commitment to continuous learning.
