Role Summary
Based in our Glasgow Head Office an excellent opportunity has arisen in our IT Department for a Support Technical Lead. The Support Technical Lead will manage the IT Service Desk ensuring the highest level of IT support and service is provided at all times to the business. You will be responsible for assigning and managing tasks to the service desk team through our ticketing system ensuring that high standards are maintained. You will play a key role in staff recruitment and development including appraisals, reviews and monitoring. A key aspect of this role is the ability to communicate effectively and ensure the profile of the service desk function is maintained to a high standard. The ability to interact with the business in line with agreed SLA's and providing reports and statistics to the business highlighting the performance of IT.
Responsibilities
* Manage the IT Service Desk to guarantee the highest level of IT support and service.
* Assign and manage tasks to the service desk team through the ticketing system and maintain high standards.
* Lead staff recruitment and development, including appraisals, reviews and monitoring.
* Communicate effectively with the business and maintain the profile of the service desk function to a high standard.
* Interact with the business in line with agreed SLAs and provide reports/statistics on IT performance to the business.
About You
Technical Skills:
* Microsoft technologies including Exchange, Network Infrastructure, Cisco UCM, Firewall technology
* Experience of supporting an ERP system would be beneficial
* VMware virtualization and storage experience beneficial
* Experience of a support ticket system for managing service requests
* Good procurement asset management skills to ensure security of IT Assets
Personal Qualities:
* Educated to HNC / Degree equivalent in computer related subject preferred
* Significant experience of leading and developing teams within an in-house IT environment
* Demonstrable experience working with the aforementioned technologies
* Strong customer resolution focus and business strategy awareness
* Ability to identify business needs and translate these into technical requirements
* Maintain up to date knowledge of IT developments and technologies
* In-depth knowledge of IT best practice including current legislation
* Effective communicator with strong stakeholder management skills
* Excellent organisational skills and experience working on IT projects preferable
* Good team-player with a flexible approach to working hours
* Driving Licence preferred
Benefits
* Competitive salary and bonus scheme
* Up to 25 days annual leave plus bank holidays
* The option to buy up to 5 days additional leave
* Contributory Pension Scheme
* Life Assurance
* Employee Welfare Fund (Company-funded social events)
* Cycle to Work Scheme
* Health & Wellness (Well-being Hub, Employee Assistance Helpline, Annual Flu Jab)
About Us
GAP GROUP is an equal opportunities employer.
How to apply
If you think you fit the profile we would love to hear from you. All you have to do is send us a copy of your CV highlighting your current package and salary expectations and we can take it from there. Email us: recruitment@gap-group.co.uk
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