What you'll do
You will champion daily IT operations, ensure outstanding customer service, and lead your team to provide effective support across applications, infrastructure, and end-user devices.
- Lead and manage a small Service Desk team, supporting their development, performance, and technical capability to deliver exceptional IT services.
- Act as the primary interface between IT and end users, ensuring outstanding customer service and effective communication across all organisational levels.
- Manage and prioritise Service Desk operations, including queue management, incident/request resolution within SLAs, and acting as the first point of escalation.
- Provide hands-on 1st and 2nd line support for laptops, iPads, mobile phones, and end-user computing, utilising tools such as Intune for device management and Active Directory for user administration.
- Oversee device management (laptops, desktops, peripherals, telephony) and maintain proactive supplier relationships for system servicing and performance.
- Produce and review KPI reports, analyse ticket trends, and identify opportunities for operational improvements, user education, automation, and ITIL standards adoption.
- Collaborate with IT peers to develop and maintain Service Delivery policies and partner with stakeholders to prioritise initiatives that enhance IT services, including optimising ServiceNow ITSM functionality.
What you need
- Proven experience leading or mentoring a small team within a technical support environment.
- Strong background in 1st and 2nd line support for end-user devices, including laptops, iPads, and mobile phones.
- Experience with Intune for endpoint management and Active Directory administration.
- Solid understanding of end-user computing support and best practices.
- Comfortable engaging with stakeholders at all levels, from shop floor to C-suite.
- Strong customer service focus, with excellent communication and problem-solving skills.
- Experience managing operational KPIs and driving efficiencies within IT support services.
- ITIL Foundation qualification (advantageous).
Why this matters
This is a full-time office-based role based at our campus in Silverstone, with additional requirement to travel to other locations where necessary.
Benefits Investing in your career is paramount. We promote professional and personal development through a provision of learning opportunities and work with you to shape your career and realise your full potential. As part of our high-performing, collaborative team, you'll enjoy a competitive package, including a discretionary bonus scheme, private healthcare, pension plan, life assurance, TEDSgroup childcare benefits, a cycle-to-work scheme, tech scheme, and car scheme. You will also have access to our state-of-the-art facilities at the AMR Technology Campus, featuring a new on-site gym with fitness, spin and yoga classes, a bistro café, and restaurant.
