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- Tasks: Lead a dynamic team in Desktop and Application support, tackling daily challenges and improving service.
- Company: Join a top 15 global market leader based in Leeds, known for innovation and excellence.
- Benefits: Enjoy flexible working hours, career development opportunities, and a supportive team culture.
- Why this job: Make an impact by enhancing IT services while developing your leadership skills in a vibrant environment.
- Qualifications: Hands-on technical skills in Microsoft support, team leadership experience, and excellent communication abilities required.
- Other info: Successful applicants must complete a basic criminal records disclosure.
The predicted salary is between 36000 - 60000 £ per year.
We're growing and want to hire a Desktop and Application Support Team Leader within our HQ in Leeds. Reporting to our Service Delivery Manager, you will lead the day-to-day activities of the Desktop and Applications support team in line with recognised standards on a global basis, achieving agreed SLAs and KPIs.
Key Responsibilities include:
- Daily supervision of the Desktop and Applications support team, managing workload and tackling day-to-day problems as they arise.
- Set and monitor team KPIs and individual behavioural objectives.
- Conduct regular 121 and team meetings in conjunction with the Service Desk Manager to understand and develop team capacity.
- Work with the Service Manager to continuously improve the Desktop and Applications support operations.
- Manage the day-to-day tasks of the team in regards to Incident, Request, Problem, and Change management to ensure agreed business and client SLAs are met through both team management and being 'hands-on' when required.
- Work with the Service Manager to ensure that appropriate team resources are deployed appropriately to provide global support cover with agreed hours (currently 08:00 - 22:30 GMT/BST).
- Communicate outage/emergency activities to the organisation.
- Provide data for the reporting of KPIs and trends to the Service Manager.
- Mentor internal employees to improve overall IT service awareness and capability.
- Work with other members of the Technology team to improve our own internal infrastructure to improve value for money, availability, serviceability, and security.
- Improve the perception of Technology by enhancing communication, developing a consultative approach to new implementations, and delivering work items within agreed deadlines.
- Leading, developing, and managing a team.
- Excellent communication.
- Stakeholder management.
- Problem solving and decision making.
- Providing excellent customer service.
Knowledge, Skills & Experience
- Comprehensive, hands-on technical skills across the Service Desk, including Microsoft Desktop Support.
- Applications Support.
- Systems administration.
- Troubleshooting skills.
- Excellent customer service.
- Demonstrable team senior analyst and/or team leader experience of an ITIL-aligned Service Desk/Applications support team.
- Strong communication skills through being able to articulate technical matters at the right level to all parties involved at the time.
- Experience of communication with both external and internal clients.
- Demonstrable experience of improving an IT service function.
Please note: Due to the nature of our business, all successful applicants will be required to complete a basic criminal records disclosure.
Application & Desktop Support Team Lead - Leeds - Top 15 in their Market Globally employer: Interface Recruitment UK
Contact Detail:
Interface Recruitment UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Application & Desktop Support Team Lead - Leeds - Top 15 in their Market Globally
✨Tip Number 1
Familiarise yourself with ITIL principles, as this role heavily relies on ITIL-aligned practices. Understanding these frameworks will not only help you in interviews but also demonstrate your commitment to best practices in service management.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed teams in the past. Be ready to discuss specific situations where you improved team performance or resolved conflicts, as this will highlight your capability to lead the Desktop and Applications support team.
✨Tip Number 3
Research the company’s current technology stack and any recent projects they’ve undertaken. This knowledge will allow you to engage in meaningful conversations during interviews and show that you're genuinely interested in contributing to their success.
✨Tip Number 4
Prepare to discuss your approach to customer service and stakeholder management. Think of examples where you’ve gone above and beyond to meet client needs, as this aligns with the company’s focus on providing excellent customer service.
We think you need these skills to ace Application & Desktop Support Team Lead - Leeds - Top 15 in their Market Globally
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in desktop and application support, as well as any leadership roles you've held. Use keywords from the job description to demonstrate that you meet the requirements.
Craft a Compelling Cover Letter: In your cover letter, explain why you're passionate about leading a support team and how your skills align with the company's goals. Mention specific achievements that showcase your problem-solving abilities and customer service excellence.
Showcase Technical Skills: Detail your hands-on technical skills, especially in Microsoft Desktop Support and Applications Support. Provide examples of how you've successfully managed incidents and improved IT service functions in previous roles.
Prepare for Interviews: Anticipate questions related to team management, stakeholder communication, and problem-solving scenarios. Be ready to discuss how you've led teams to meet SLAs and KPIs, and think of examples that demonstrate your leadership style.
How to prepare for a job interview at Interface Recruitment UK
✨Showcase Your Leadership Skills
As a Desktop and Application Support Team Leader, it's crucial to demonstrate your leadership abilities. Prepare examples of how you've successfully managed teams in the past, tackled challenges, and improved team performance. Highlight your experience in conducting meetings and mentoring team members.
✨Understand the Technical Requirements
Familiarise yourself with the technical skills required for the role, such as Microsoft Desktop Support and Applications Support. Be ready to discuss your hands-on experience with troubleshooting and systems administration, as well as how you can apply these skills to improve service delivery.
✨Emphasise Communication Skills
Strong communication is key in this role. Prepare to articulate complex technical issues clearly and effectively to both technical and non-technical stakeholders. Think of examples where your communication skills have led to successful outcomes in previous roles.
✨Demonstrate Problem-Solving Abilities
Be prepared to discuss specific instances where you've solved significant problems within an IT service function. Highlight your decision-making process and how you ensure that SLAs and KPIs are met while maintaining excellent customer service.
