Technical Lead

Job Description

Role Overview

As the Technical Lead for our IT Service Desk, you’ll be essential in guiding our team to deliver exceptional technical support. You’ll mentor service desk engineers and collaborate on customer onboarding, ensuring a smooth operation.

Key Responsibilities

• Oversee daily operations and identify trends for continuous improvement in technical performance.
• Coach team members, enhance skills, and develop personalised growth plans to foster professional development.
• Act as the go-to person for complex technical issues, staying updated on industry trends and best practices.
• Implement best practices to ensure high-quality support and efficiency within the service desk.
• Organise training sessions to share knowledge and promote ongoing learning among team members.
• Collaborate with teams to ensure a seamless customer onboarding process, addressing any technical challenges.
• Represent the Service Desk in meetings, contributing insights for effective solutions and decision-making.
• Determine needs for on-site visits and prioritise remote support strategies to enhance service delivery.
• Manage and document changes to IT systems, ensuring compliance and smooth implementation through thorough change control processes.

Qualifications

Skills and Experience

• Advanced technical skills in IT systems, networking, and support.
• Proficiency in Microsoft technologies, cloud services, and virtualization.
• Strong communication abilities to engage effectively with diverse stakeholders.
• Proven leadership experience in an IT Service Desk environment.
• A collaborative approach and a commitment to continuous learning.

Additional Information

Here’s a closer look at what we offer:

• Office-Based Working: A collaborative approach with team support, requiring you to work in one of our offices. This role emphasises in-person teamwork and engagement at Wavenet.
• Annual Leave: Start your journey with 25 days of leave, increasing by one day each year up to 28 days-our way of expressing appreciation for your dedication.
• Health & Wellbeing: Your wellbeing is our priority. Benefit from private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance program, all facilitated by our Wellbeing Team.
• Wavenet Academy: We are excited to announce the launch of Wavenet Academy, our new user-friendly Learning Management System (LMS). This platform is designed to enhance learning, training, and personal development initiatives across our organisation.

We are committed to building a diverse and inclusive workforce. We welcome applicants from all backgrounds and experiences to apply and bring their unique perspectives to our team.

Job Location

• Advanced technical skills in IT systems, networking, and support.
• Proficiency in Microsoft technologies, cloud services, and virtualization.
• Strong communication abilities to engage effectively with diverse stakeholders.
• Proven leadership experience in an IT Service Desk environment.
• A collaborative approach and a commitment to continuous learning.