IT Technical Support Analyst (Team Lead)MaxAd Recruitment Ltd • Haslemere, England, United Kingdom
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IT Technical Support Analyst (Team Lead)
MaxAd Recruitment Ltd
- Haslemere, England, United Kingdom
- Haslemere, England, United Kingdom
À propos
This is not a role where you’ll be stuck purely firefighting tickets. Instead, you’ll play a central role in shaping how the service desk operates, mentoring a small team, improving processes and acting as the senior escalation point for more complex technical issues. You’ll still be hands-on, but with real influence over how things are done.
Working within a collaborative and forward-thinking business, you’ll benefit from a clear progression path toward IT Service Management, with exposure to service performance, reporting and continuous improvement initiatives from day one.
*Key Responsibilities*
* Lead the day-to-day operations of the service desk, ensuring tickets are effectively triaged, assigned and resolved within SLA
* Act as the senior escalation point for complex technical issues across client environments
* Mentor and develop junior analysts through coaching, training and regular 1-2-1s
* Drive service improvements by analysing performance metrics and identifying trends
* Maintain high-quality documentation across tickets, knowledge base and processes
* Deliver a proactive, customer-first approach, ensuring consistently high levels of client satisfaction
* Remain hands-on with technical support across a wide range of technologies
* Support projects, on-site visits and wider business initiatives where required
*Skills & Experience*
* Proven experience within an MSP environment (highly desirable)
* Minimum 5 years’ IT support experience, including time in a senior or escalation role
* Strong technical knowledge across Windows, Microsoft 365, Windows Server, networking and endpoint management
* Experience mentoring or supporting junior team members
* Confident communicator with excellent customer-facing skills
* Ability to manage workloads, prioritise effectively and take ownership of issues through to resolution
* Microsoft certifications (or working toward them) would be advantageous
This is an ideal opportunity for an ambitious IT Helpdesk professional with an MSP background who enjoys variety, thrives in a client-facing environment and wants to move into a more influential, leadership-focused position without losing the technical edge.
You’ll be joining a business that genuinely values its people, promotes accountability and collaboration and is committed to developing its team as it grows.
If you’re looking for a role where you can step up, make an impact and progress your career toward IT Service Management, we’d love to hear from you. Apply now!
Pay: Up to £40,000.00 per year
Benefits:
* Company pension
* Employee mentoring programme
* Flexitime
* On-site parking
* Sick pay
Work Location: In person
Compétences linguistiques
- English
Avis aux utilisateurs
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