IT Help Desk Team Leader

they remain relevant and effective in delivering the right outcome to our customer base. * Use existing Data (ticket & phone statistics) to ensure shifts are effectively managed, tickets are dealt with and the correct level of quality is being applied. * Continuously look for ways to develop & improve the entire team, identify training & personal development requirements. * Create and maintain accurate and concise ticket update/knowledgebase documentation within ServiceNow, with high focus on regional specifics. * Educate colleagues on best practice, adoption & utilization of technology to improve services. * Work with the IT Manager to identify trends/potential problems and plan to remediate. * Review all frequent “Start of Day” checks to ensure they remain effective. Be responsible for the operational stability for printers/peripherals. * Provide support with hardware and software maintenance. * Assist in leading, championing and adhering to all

global policies and processes to resolve issues and problems. * Work with a “global mindset” to help ensure we deliver the same high service to our customers, regardless of location. Providing an escalation point for engineering and operations teams. What we’re looking for: Experience & Knowledge * Previous experience within a customer facing IT Support Team leadership role/IT Support Team * Experience using Data to drive desired positive outcomes. * Good knowledge of ServiceNow ITSM (or similar). * Customer oriented, with a passion for delivering excellent service and continuous improvement. * A collaborator who can work within a framework of procedure and policies. * Self-motivated and able to use initiative. * Flexible and willing to work outside of the core hours if necessary. * Knowledge and some experience of products within the Microsoft 365 suite. * Good working knowledge of Productivity and collaboration applications such as Teams, SharePoint, OneDrive, and Exchange would be advantageous. * Knowledge and experience of - o Active Directory & Azure Active Directory administration Skills - (Knowledge and/or experience/exposure of the following are required) * Experience with collaboration tools such as Jira/ServiceNow * VMWare ESXi, VCentre & Horizon * Storage technologies * Backup tools (i.e., Commvault or similar) * Azure AD (including, but not limited to conditional access, SSO, application registration, provisioning), M365 & Intune * Windows Server / client * Windows certificate services * Active Directory (and associated technologies), Exchange Server, clustering, and file servers * SMTP * HPe hardware * Network routing / 802.1x / firewalling * Cisco call manager * Monitoring and alerting techniques. (i.e., SolarWinds)