IT Support Team Lead

Job Title: IT Support Team Lead
Contract Type: Permanent
Location: London, England
Salary: £35000 - £38000 per annum
Start Date: ASAP
Reference: JS/SJ/SupportTL
Contact Name: Sean Johnston
Contact Email:
Job Published: August 12, 2019 15:04

Job Description

Handle is working with a leading Arts Institution to recruit an experienced It Support Team Leader.

The role oversees the front line support for all users across the company (approx. 150 people) and has a key function in providing problem-solving support, help, and advice to colleagues. You are responsible for and respond to service tickets, documenting and resolving them in a timely manner. As Team Lead, you should have excellent problem-solving skills in order to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT staff members.


Support for staff at multiple sites
- Day to day management of the Service desk with responsibility for suggesting and implementing changes
- Line Management of IT System Analyst/s
- Provide exceptional customer service in person, via phone and email as appropriate
- Resolve help desk issues including troubleshooting hardware and software
- Software support: Word, Excel, Inventory, Photoshop, Windows7
- Troubleshoot printers and replacing printer suppliers
- Deal with and troubleshoot email (Outlook/Thunderbird) and web browser (Firefox) related issues both face to face and over the phone
- Setup and troubleshoot for mobile devices (iPhones or iPads) Laptops
- Restore data from backups as required
- Create, change, and delete user accounts per request; manage the process for joiners and leavers in relation to user accounts
- Video Conferencing system: set up as required for meetings and providing training and user support
- Image and configure new desktop and laptop machines to company specifications (Mac and Windows)
- Liaise with and organise when needed external engineers to come out and service both computer hardware and printers
- Configure and troubleshoot wireless routers, wireless access points and wireless devices as well as installation
- Maintenance tasks for equipment (PCs, printers, monitors, etc.) at all London sites
- Installation of computers, printers and various other IT related equipment around the sites
- Organise for IT related hardware to be transported to various sites via courier as required
- Implement software packages and updates to be pushed out to users
- Monitor anti-virus system and ensure updates are applied to all computers

- Edit and maintain LDAP directory
- Maintain and improve the operating procedure documentation
- Manage the support ticket system
- Procedure development and refinement for IT tasks with a view to automation
- Maintain the inventory of IT assets
- Ordering new hardware as required

Handle actively welcomes applicants from under-represented backgrounds

PLEASE NOTE: Due to the high volume of applications we receive we are unable to respond to everyone. If you have not heard from us within 5 working days of sending your CV then unfortunately you have not been shortlisted for the position you have applied for.