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IT Support Team Lead

1 month ago

Ann Arbor, Michigan, United States IRIS Software Group Full time

The IRIS Software Group is seeking a highly skilled and experienced IT Support Team Lead to join our team. As a key member of our IT department, you will be responsible for overseeing the day-to-day activities of our service desk team, ensuring that all IT issues and inquiries are resolved promptly and efficiently.

Key Responsibilities:

  • Managing and leading the IT Service Desk team to ensure efficient operation and high-quality service delivery.
  • Developing and implementing service desk policies and procedures to streamline operations and improve response times.
  • Training and mentoring service desk staff to enhance their skills and knowledge.
  • Monitoring service desk performance metrics and setting improvement targets.
  • Handling escalated issues and ensuring timely resolution of complex IT problems.
  • Coordinating major incident response efforts, including communication with stakeholders and mobilization of resources.
  • Conducting regular reviews of incident trends to identify areas for process improvement.
  • Maintaining an up-to-date knowledge base to aid in quick resolution of IT issues.
  • Ensuring compliance with IT service management best practices and industry standards.
  • Managing vendor relationships and overseeing service level agreements.
  • Preparing and managing the service desk budget to optimize resource allocation.
  • Reporting on service desk performance to senior management and suggesting necessary changes.
  • Facilitating continuous professional development of the team through training and certifications.
  • Leading by example in providing exceptional customer service and support.
  • Fostering a culture of continuous improvement and innovation within the service desk team.

Requirements:

  • Qualified to A level or similar standard or with relevant industry experience of knowledge.
  • A good understanding of Microsoft products is desirable.
  • An ITIL qualification to foundation level or ITIL knowledge and experience would be beneficial.
  • Technically competent with various software programs such as Word, Excel, PowerPoint etc.
  • Experience of working in and ideally leading a Service Desk team.
  • Experience of achieving operational targets and goals.
  • Ability to create, measure and monitor targets.
  • Team leadership skills.
  • Ability to prioritise team workload to meet targets and objectives.
  • Technically competent.
  • Operational improvement experience.
  • Technical understanding of end user support.