About the Role
As L2 IT Technician Team Lead, you will be responsible for the day-to-day coordination, guidance and performance of the L2 Technical Helpdesk team across two locations. You will act as a key link between IT, operational managers and third-party providers, ensuring that technical issues are prioritised, progressed and resolved in line with service requirements.
You will also play an important role in developing the team, improving ways of working, supporting the deployment of technical and operational solutions, and ensuring that users across multiple contracts receive a high-quality IT support service.
Key Responsibilities
In this role, you will:
- Oversee the performance and day-to-day activity of the L2 IT Helpdesk team.
- Assign tasks, projects and priorities across the L2 technical team.
- Act as the main point of contact between the L2 team, operational managers and third-party providers.
- Ensure technical issues are resolved in a timely, professional and efficient manner.
- Develop solutions, processes and ways of working to improve team productivity and service delivery.
- Schedule team rotas and manage team leave through HR Locker.
- Provide training, guidance and support to team members.
- Conduct periodic reviews and hold regular team stand-up meetings.
- Delegate tasks and projects to support team development and accountability.
- Lead or support the deployment of new technical and operational solutions.
Technical Responsibilities
You will also support the wider L2 Helpdesk function by:
- Addressing incidents and problems escalated from first-level support.
- Troubleshooting Microsoft Windows client and server issues.
- Supporting WAN/LAN connectivity issues, customer equipment and software issues.
- Assisting with security incidents, reported issue replication and escalation to third-level support where required.
- Monitoring service levels, network and infrastructure matters on a daily basis.
- Liaising with network providers and hardware support engineers.
- Maintaining contract assets on client sites, including hardware upgrades, replacement and installation.
- Managing users across Active Directory, phone systems and Microsoft applications.
- Providing IT support locally and remotely across multiple contracts.
- Creating and updating technical solutions and supporting IT equipment procurement.