IT Support Team Leader

Our client is growing their internal IT capability and looking for an IT Support Team Leader to help build and lead their support function from the ground up. This is a hands-on leadership role for someone who knows the ITIL framework inside out and has actually implemented it, not just studied it. You'll build an effective support team, own incident and problem management, and help shape how IT service is delivered across the business. What you'll be doing o Managing day-to-day IT service delivery and communications with users on incidents, problems and change requests o Line managing IT support engineers, including on-the-job training and cover arrangements o Implementing a new ITSM helpdesk and change management system o Supporting Azure environments and infrastructure, including on-premise to cloud migration o Working with internal teams to streamline IT support and improve operational efficiency o Defining and delivering against ITIL-based SLAs o Managing user setup, moves, leavers and hardware support o Working alongside development and QA teams on bug fixes and testing o Reporting on ITSM performance to the IT & Development Manager o Supporting the running of IT projects

o Strong working knowledge of the ITIL framework, with real experience implementing its core principles o Experience implementing and supporting an ITSM helpdesk and business workflow system o A track record of working with internal business teams to streamline IT support o Experience with on-premise to cloud migration, particularly Azure, including familiarity with Microsoft's landing zones infrastructure o Experience operating in a highly regulated environment, with a clear understanding of device management, security policies and user access o Strong communication skills and a collaborative approach to working with your team and line manager Due to close links to the UK Home Office our client will require all successful candidates to go through SC Clearance. Candidates must be UK citizens, have Settled Status or ILR.