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2nd Line IT Support Team Leader

Smart Solutions Limited
Closing date
7 Jul 2022

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Technology & New Media
Contract Type
Full Time
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Smart solutions are currently recruiting a 2nd Line IT Support Team Leader to work for South West Water, one of the largest employers of the South West!

We are looking for someone who has previous management experience, a proactive approach and ability to deliver an excellent level of service throughout the company.

You will require:

* Proven experience in a similar role managing a team of analysts to deliver effective 2nd line support in a customer focussed, service level environment

* Extensive IT 2nd/3rd line support working experience, delivering diverse corporate and operational IT services in a medium/large organisation

* Experience of working within an environment using the ITIL framework

* Excellent verbal and written communication skills

* Strong problem-solving and analytical skills

* Good Time management

Job Responsibilities:

* Coordinate the provisioning of 2nd line IT support services across the Pennon Group business, ensuring Incidents and Service Requests are resolved in accordance with agreed Service levels

* Assume responsibility of Service Request Management processes, focussing on methods to drive standardisation to improve performance for the overall service quality and efficiency

* Oversee the coordination of ordering components for requested standard services and manage IT hardware stock in compliance with audit requirements

* Monitor Incident trends and anticipate potential Problems for proactive resolution

* Establish, evaluate and continuously review the team's progress against key performance indicators, assess opportunities and risks, to support continuous service improvement

* Produce well documented 2nd Line Incident Management and Service Request Management processes, with a specific focus on Customer Service best practice

* Lead, direct, coach and inspire the 2nd Line IT Support team to deliver optimum performance


* Monday to Friday

* 37 hours per week (9am - 5pm / 8:30 - 4:30pm / 8am - 4pm)

Pay Rate:

* £33,743 per annum


* 23 days holiday allowance rising to 27 days + bank holidays

* Generous contributory pension scheme

* Discretionary bonus

* Share save scheme

* Subsidised healthcare benefits

This vacancy is being advertised on behalf of Smart Solutions acting as a recruitment agency. Due to the high volume of enquiries that we receive, we are not always able to respond to all CVs. If you have not received a response within two weeks, please assume that your application has been unsuccessful in this instance
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