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Job Description
Lead the first-line support team for Car Trawler's user infrastructure, ensuring timely and quality support during business hours.
**Job Description:**
The role involves monitoring and scheduling workloads, identifying trends and solutions to reduce IT issues, reporting on team support metrics, and developing processes to improve the team's work.
**Responsibilities:**
- 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.
- Develop and improve IT procedures for operations across the business.
- 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.
- 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, leaver, and mover 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 mac OS.
- Knowledge of computer hardware and networking systems.
- Strong knowledge of Active Directory, Microsoft Entra ID, and Intune.
- Knowledge of 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 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.