IT Support Team Leader

Responsibilities

• Line management of the IT Support Engineer, including development and performance management, setting workloads, being a point of escalation, and time management.
• Planning future deployment, initiatives, and projects, and participation in budget planning and reconciliation. Manage budgets and spend reporting where required.
• Manage the team to achieve outstanding customer service through change, meeting SLA targets for requests and incidents as well as critical Information Security KPIs. Manage the reporting of service performance and ensure that customer satisfaction is maintained at a high level.
• Provide on-site and remote IT support for all users at the Grafton PLC head office functions, including issue resolution and ‘how do I’ support for PCs, laptops, printers, and office applications.
• Manage the relevant queue in the IT support ticket system and respond to requests for support or changes as they are logged. Manage tickets through to resolution in line with service level agreements. Provide reporting on service performance to senior management on a regular basis.
• Provide an enhanced ‘white glove’ service on-site and remote for the Grafton PLC executive team, both at the head office in Dublin and when off-site or working from home.
• Manage PCs, laptops, mobile devices, and printers for head office end users, including resolving issues, and building, configuring, and installing new equipment or software as required.
• Manage the creation of new users for Office 365 and key applications. Maintain a list of registered users and ensure that all leavers are removed from the system in a timely fashion.
• Support videoconferencing and multimedia equipment at Group offices.
• Manage the administration of key SharePoint and Teams sites, ensuring information is kept up to date and organised.
• Liaise with key providers to raise orders, deal with issues, and keep track of spend on mobiles, printers, etc.
• Manage the process of ordering licenses and equipment on Group IT contracts including Microsoft licences. In coordination with Plc finance, manage the purchase order process and maintain records of orders and allocations to brands where needed.
• Install and update applications, either manually or by packaging deployments in Intune.
• Setup new/manage existing user accounts, permissions, passwords, and MFA methods.
• Collaborate with the wider IT teams to maintain system security and performance.
• Contribute to ongoing IT projects where necessary.
• Maintain an accurate record of equipment and a plan of upgrades.
• Maintain and troubleshoot backup solutions, particularly Veeam, working with our MSP to perform tape changes.
• Monitor & manage the Local Area Networks at each site (Birmingham, London & Dublin).
• Document processes, solutions, and troubleshooting steps for knowledge base use. Where necessary, organise end user training.
• Stay up to date with new technologies, providing recommendations to improve IT systems and workflows.
• Lead the effort with the relevant Grafton businesses to perform the annual Microsoft License audits.
• Remediate Internet browsing issues through amending firewall policies and applying certificates.
• Ensure that findings on security vulnerability reports are remediated within SLAs.
• Complete a number of regular housekeeping tasks such as rotating certain passwords, firmware upgrade checks, and reviewing compliance reports.

Qualifications / Knowledge / Skills / Experience

• Awareness of the sensitivities of working with highly confidential information whether it be verbal or written.
• Excellent interpersonal skills, able to communicate effectively to staff at all levels of the organisation.
• Ability to maintain professional behaviour in all environments: office, meetings, conferences, and home support.
• Focused on delivering excellent customer service and high levels of IT reliability.
• Well organised with the ability to manage several concurrent tasks and plan workload to achieve deadlines.
• Excellent problem-solving skills with close attention to detail.
• Proactive nature, forward thinking, positive disposition & flexible.
• Excellent methodical and well organised task management skills, able to coordinate multiple tasks.
• Resilience, flexibility and ability to work independently as well as collaboratively in a team environment.
• Strong analytical and problem-solving skills to diagnose and resolve technical issues.

Skills and Experience

• Line management experience in an IT role, gained in an end-user organisation or managed service provider.
• Budget management and cost reporting.
• Deep experience of managing through an ITSM system and managing services to SLAs.
• Technical project management with experience of managing technical projects in an enterprise environment.
• Excellent written and verbal communication skills in English.
• Cyber security tools including EDR, anti-virus, vulnerability management, scripting.
• Advanced Firewall configuration, particularly Palo Alto devices.
• Network protocols, VPNs, LANs, DNS, DHCP, wireless networks and Meraki network equipment, including command line instructions.
• Creating & managing accounts within Active Directory and Entra ID. Advanced Entra ID configuration including knowledge of conditional access.
• Proficiency with IT hardware (desktops, laptops, iOS & Android devices, printers, video conferencing, etc). Highly skilled in Windows Operating Systems and holds Microsoft Certifications.
• 5 GCSEs at grades A-C including English and Maths or equivalent.
• Full UK driving licence and own vehicle.