IT Colleague Support Team Leader in Bristol

The purpose of the IT Colleague Support Team Leader is to oversee and manage the daily operations of the IT Colleague Support team to ensure efficient and effective delivery of technical services and support to the organization. This role involves coordinating the activities of the IT Colleague Support Team, managing resources, and implementing policies and procedures to maintain a high level of customer satisfaction and operational excellence.

Key Responsibilities

• Assist with the Management of day-to-day operations within the IT Colleague Support Team.
• Produce monthly reports for the Head of IT Operations detailing SLA performance of the IT Colleague Team and/or Hardware team across agreed KPI’s.
• Ensure that Quarterly reviews, 1-2-1s and Performance Reviews are held regularly with the team and incorporate business and personal objectives which are supportive of the overall IT strategy.
• Uphold and ensure the quality of all Hardware builds (break fix and New starters) is fully Quality Checked.
• Routine checks of the IT Colleague Support New Starter Dashboard; produce reports detailing successes and failures and work with the Service Delivery manager on direct escalation and Service improvement outputs.
• Ensure that the delivery and quality of the firms Asset tracking provision upholds that expected of our ISO27001 guidelines.
• Work with the IT Colleague Support Manager and Specialist(s) on the IT Colleague Support team of the future.
• Provide assistance to the IT Colleague Support Manager with budgetary and financial matters.
• Chair regular team meetings to discuss current work, performance and streamline processes.
• Handle confidential information in line with the firm's data security protocols.
• Promote new hardware and processes throughout the team; working closely with the Infrastructure team on new developments.
• Identify areas for enhancement and improvement and bring these to the attention of the IT Colleague Support Manager.
• Work on projects to improve and augment service standards that support the IT Strategy.

Skills, Knowledge and Expertise

• Experience in Leadership and Team Management.
• Technical Expertise: Extensive knowledge of desktop hardware and software.
• User Support and Training: Providing high-level technical support to end-users.
• Customer Service Orientation: Strong communication and interpersonal skills.
• Experience in Budget Management: Assisting tracking expenditures and ensuring cost-effective use of resources.
• Remote Support: Managing and optimizing remote desktop support processes.
• Process Improvement: Identifying and implementing process improvements to enhance efficiency.

Personal Competencies

• Aware of recent software & hardware developments.
• Maintaining excellent customer focus.
• Previous management experience of supporting a team.
• Excellent interpersonal and communication skills.
• Be a Team Player with the ability to exude confidence.
• Positive Can do attitude with good facilitation qualities.
• Ability to multi-task and work under pressure.
• Able to work independently or collaboratively.
• Highly organised and able to handle multiple demands and deadlines simultaneously.
• Demonstrate compliance with our values of being clear, creative, determined and supportive.
• Significant experience of managing people, coaching and development.
• Analytical with excellent budgeting and cost-management skills.
• Good written, oral and interpersonal communication skills.
• Experience of leading high performing teams.