IT Helpdesk Leader/Supervisor

This newly created role is responsible for managing the IT Services function across the Group. Providing leadership to the IT Services team, supporting computer applications and platforms with reporting lines across 5 sites, in 4 countries over 3 continents. The role requires an IT Manager / Helpdesk Manager who wants to stay technical but take the extra responsibility of managing a team of 2nd Line Technicians who operate at both desk and across factory sites. The role interfaces with an Infrastructure team based in the US and will be part of the management team focused on aligning the technology stack, output and future landscape., * Responsible for all aspects of managing the IT Services team, based across the Group locations.

• Ensure that customer requirements are fully met and communicated.
• Monitoring and analysing relevant business data.
• Act as an escalation point for complex queries, and those needing urgent attention.
• Identify and implement opportunities and areas for improvement.
• Build effective relationships across the Group.
• Work with leadership teams to implement and improve helpdesk processes and procedures.
• Follow and enforce procedures, such as H&S and HR.
• Other duties and projects as assigned.

• Experience in a helpdesk capacity, preferably in a manufacturing environment.
• Experience managing a remote team.
• Ability to travel as required for site visit.
• Knowledge of Google using and/or supporting components of the Google Suite of applications including, but not limited to GMail,Google Docs, Google Sheets and Google Calendar.
• MCP (Microsoft Certified Professional) in either windows XP, Windows Vista or Windows 7 desirable.
• Understanding and experience of CompTIA A+ (PC Hardware Break Fix), exposure to Windows Server 2003/2008 and SQL 2005/2008 and SharePoint 2010 would be advantageous.

This is an opportunity to join a global manufacturing and engineering firm with multiple sites UK wide. The IT Department is a global department with technicians and support based at most sites. The work is shared and IT deal with issues from all sites. Each support technician is allocated their own site but is responsible for acting as a joined-up team supporting each other, therefore a great deal of communication skills and flexibility is required. The UK business currently employs around 350-400 employees with an average service history of 12 years. Sheffield has around 100-150 staff and the average length of service here is 11 years.