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On-Site IT Team Leader

Role: On-Site IT Team Leader
Specialism(s): IT Team Leadership, Incident Management, ITSM Tools, Ivanti, ServiceNow, Stakeholder Management, Technical Documentation, Ticketing Management, Service Desk Management, IT Support, Core IT Infrastructure, Networking, End-User-Computing, M365
Type: Contract, Daily Rate
IR35 Determination: Inside IR35
Location: Stevenage
Pay Rate: £180 - £205 per day
Initial Contract Duration: 3 Months

On-Site IT Team Leader

CPS Group UK are delighted to be working with a leading organisation to appoint an On-Site IT Team Leader, for an initial 3-month duration. Working as a key member of the IT Helpdesk/Support team, the IT Team Leader will guide and lead the small IT Support team, showcasing best practice, investigating and resolving incidents and acting as the technical escalation point. The On-Site IT Team Leader will also train and mentor junior team members as and when required.

Role Requirements

* Guide & Lead the On-Site IT Support team
* Act as the Technical Escalation point-of-contact
* Support ticket management, monitor breach status, and manage backlogs.
* Investigate recurring or frequent incidents to
* Monitor ITSM Dashboards
* Identify and implement process improvements and efficiencies where possible
* Train junior members of the team as and when required
* Perform proactive checking of engineer incidents and requests to improve documentation and troubleshooting standards.
* Manage knowledgebases and articles
* Act as an escalation point for Incident / Request Management
* Take ownership and drive improvements for both BAU and Projects
* Provide input and knowledge to the management team as and when required

Required Skills & Experience

* 3-5+ years demonstrable experience of managing On-Site IT Support/Helpdesk Team(s)
* Excellent experience in and approach to Leadership
* Strong technical documentation skills
* Working knowledge of IT infrastructure, Sys Admin & EUC technologies
* Microsoft-technology centric (M365, Exchange, EUC)
* Knowledge of ITSM tools (e.g. Heat, Ivanti, ServiceNow)
* A positive attitude
* Strong mentoring/coaching skills
* Ability to manage time effectively and work under pressure to meet tight deadlines

For more information or immediate consideration for this opportunity, please contact Charlie Grant at CPS Group UK on (phone number removed) or email (url removed)

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