Job Description
Role Purpose:The role is to lead the first-line support team supporting CarTrawler’s user infrastructure. This includes monitoring and scheduling workloads to support business hours, identifying trends and solutions to reduce IT issues, reporting on team support metrics, and developing processes to improve the team's work.Reporting to: IT Operations ManagerMain accountabilities and key tasks:Manage, support, and develop the desktop support team to deliver quality and timely support; prioritise and allocate work across the team and ensure support is provided for business operations hours.Manage and report on the in-house ticketing system, identify issue trends and implement solutions.Focus on delivering high-quality service and take ownership of IT-reported issues until they are fully resolved or acceptable workarounds are provided.Develop and improve IT procedures for operations across the business, e.g. starters and leavers.Provide resolutions to escalated issues and provide expertise to the team.Work with the security team to ensure security best practices are met across the office infrastructure.Drive ongoing improvements in the support function and the service delivered to the rest of the business.Serve as a technical resource to project teams, both IT-led and non-IT-led.Identify possible end-user training requirements as part of the support service.Manage the recording of IT assets, including movement tracking.Adhere to company policies and procedures, maintain safe working practices, and comply with statutory legislation.Create, maintain, and manage detailed documentation for IT processes, procedures, issues, and resolutions.Conduct regular performance reviews, providing feedback, and setting development goals for team members.Perform root cause analysis for recurring issues and develop strategies to prevent future occurrences.Critical Interfaces:All teams – Provide support for IT issues.People – Ensure starter, leavers and movers process operations efficiently.IT Security – Ensure security policies are implemented across office systems and provide metrics for reporting.Customer Function – Investigate re-occurring issues and provide feedback to teams.Knowledge and Experience:3+ years’ experience in a similar role.Strong leadership, mentoring, and coaching skills to develop and motivate the team.Proficiency in machine support technologies, including Microsoft Windows (Windows 10 and 11) and macOS.Knowledge of computer hardware and networking systems.Strong knowledge of Active Directory, Microsoft Entra ID, and Intune.Knowledge of computer hardware and networking systems– TCP/IP, DNS, routing.Knowledge of Pure Cloud and Salesforce is advantageous.Good project management and communication skills.Proficiency in customer service techniques.Proficiency in IT security for best practices – ITIL is advantageous.Ability to effectively motivate and lead a team.Ability to recognise and assess customer needs.Strong organisational and time-management skills. #J-18808-Ljbffr