The End-User Support Team Leader is responsible for managing a team of Desktop Support Engineers to deliver high-quality 2nd-line support services. The role involves overseeing the support of standard desktop systems and specialised equipment, driving service improvements, ensuring a customer-focused approach, and fostering a collaborative team environment.
Key Skills
- Strong technical expertise in desktop support (Windows, iOS, Linux, MacOS) and specialised configurations.
- Experience in managing and developing teams to deliver exceptional customer service.
- Familiarity with ITSM tools, ticketing systems, and KPI/SLA management.
- Excellent problem-solving and strategic-thinking abilities.
- Effective interpersonal and communication skills with a customer-focused mindset.
- Ability to plan, prioritise, and manage workloads for self and team.
- Knowledge of process improvement and performance monitoring.
- Desirable: Experience with Linux desktop environments.
Responsibilities
- Manage a team delivering 1st and 2nd-line support for standard desktops and specialised equipment.
- Ensure incidents and service requests are resolved efficiently, utilising escalation processes as needed.
- Oversee resource allocation to maintain service continuity during peak periods.
- Act as an escalation point for complex issues and capture lessons learned.
- Drive technical skills development through training and development plans.
- Monitor SLA and KPI performance, analysing trends, and implementing improvements.
- Champion best practices and share knowledge to enhance operational maturity.
- Lead recruitment, appraisals, performance management, and staff well being initiatives.
- Establish and uphold high customer service standards, resolving escalated complaints.
- Produce performance reports with insights and resource recommendations.
- Lead or contribute to process improvement initiatives and IT projects.
- Perform on-call duties as required.