- Great team and company vibe
- Work hard, great work life balance
- Brilliant location in a beautiful area.
End User Support Lead
Salary up to £40K DOE
Monday to Friday in Barnstaple location.
About our Client:
We? are proud to be working exclusively with an independent merchant in the South of England, operating through five core divisions (Build, Timber, Plumbing & Heating, Roofing and Electrical), primarily serving trade customers with an extensive range of products with over 150 sites across the South of the UK.
What is the purpose of the End User Support Lead?
The End User Support Lead is a pivotal position, reporting directly to the Head of Group IT Support. As part of the Service Desk team, you will leverage your recent hands-on experience in a 1st line support role to be the first port of call for our engineers, stepping up to handle complex issues and guiding the team towards efficient resolution. This role is integral to enhancing our transactional systems and advancing our data and digital strategies.
Key Focus Areas:
- Provide immediate support for issues related to printing, mobile and static phones, MDM software, networks, ITIL, and Service Desk processes.
- Take ownership of resolving issues before escalating to service providers.
- Engage in planning, analysis, and problem resolution.
- Build and maintain strong relationships with IT colleagues and other business units.
Key Success Factors:
- Exceptional attention to detail.
- High level of customer service.
- Ability to mentor and set standards for the IT team.
- Flexible, problem-solving mindset with clear communication skills.
- Strong customer-first attitude.
What are the responsibilities of the End User Support Lead?
- Act as the primary contact for the 1st Line team, diagnosing and resolving support tickets efficiently from 1st to 3rd line.
- Escalate complex or unresolved incidents appropriately.
- Interpret user problems systematically and identify solutions, ensuring clear team communication.
- Manage computer hardware and software support and maintenance.
- Oversee VoIP telephone systems and Copy, Print & Scan functionality.
- Respond systematically to daily operational needs, maintaining service continuity and adherence to SLA and information security requirements.
- Lead and mentor junior team members, assisting with their daily tasks and enhancing their future skills.
- Identify training needs to prevent recurring issues.
- Ensure accurate and reportable data for all calls.
- Investigate IT-related problems to minimize future service interruptions.
What Skills and Experience will you need as the End User Support Lead?
- Recent, hands-on experience in a 1st line IT support role.
- Strong knowledge of IT support tools and environment.
- Good understanding of cloud technologies and ERP systems.
- Independent, resourceful, with timely issue escalation skills.
- Strong relationship-building skills within IT and the wider business.
- Highly organized with strong attention to detail.
- Excellent listening, communication, and customer service skills.
- Strong analytical and problem-solving abilities.
- Highly self-motivated, enthusiastic, and passionate about IT Service Management.
- Experience working within a loose ITIL environment ensuring best practices are implemented when beneficial and appropriate - desirable
- Ambition to improve and progress - desirable
What will you get in return?
- Salary of up to £40K DOE
- Company Perks, a national scheme for retailer discounts.
- Length of service, Increased entitlement of 1 day after 10 years and a further day for every 5 years.
- Holiday entitlement, 30 days including Bank Holidays.
- Maternity/Paternity Pay, after qualifying period and terms.
- Life Assurance, x3 Annual Salary.
- Pension (Scottish Widows), 4% Company, after qualifying period.
- Staff Discount, after qualifying period.
- Training and career progression
You'll be joining a friendly and welcoming team with an excellent benefits package which includes a competitive salary, pension, employee assistance programme, perks membership and staff discount.