IT Support Team Leader

at  YeoValley

We are looking for Someone to lead our it support team to provide high levels of IT service within Yeo Valley as a senior member of the IT Service Desk Team. You will assist in supporting the IT Service Team Support Analysts whilst demonstrating a commitment to service level achievement, continuous service improvements and best practice across delivered IT services.

• Lead team being the first point of contact to the business for IT and Business Systems receiving, logging and triaging calls.
• Manage the prioritisation, analysis and resolution of Incident and Request tickets through their lifecycle within SLA / KPI.
• Source, new IT equipment and related hardware, obtaining quotes, negotiating prices, securing budget, ordering and working with the IT Infrastructure Manager in the preparation, maintaining and managing the Service Desk components of the IT Budget.
• Project manage cross functional IT service projects. Understand the requirements of stakeholders, perform initial solution review, and deliver recommendations.
• Provide on-site solutions to Yeo Valley sites, fixing issues and kit, delivering on-site projects and replacing, fixing and installing audio-visual equipment.
• Manage, develop, mentor and coach Technical Support analysts in team, developing problem solving, technical and business skills, having 1:1’s and long term development conversations
• Proactively identify, outline and implement service improvement opportunities across whole breadth of Yeo Valley IT Systems and processes.
• Look to provide proactive solutions to the Yeo Valley business, moving from reactive into predictive supply and maintenance.
• Build workstations, install software, administer Active Directory, Email and carry out department administrative tasks as needed.
• Act as an escalation point of contact for the IT Service Team escalating to 3rd line support teams as required.
• Carry out regular preventative maintenance tasks to ensure the high availability and reliability of IT systems.
• Identify, develop and review technical support documentation covering IT Service procedures, common faults and best practices.
• Represent IT Service as part of the Change Management and Major Incident Management governance framework.
• Support the development and improvement of the ITSM Tool, SysAid.
• Manage IT assets in accordance to the Asset Management policy.
• Adhere to Yeo Valleys chosen IT Cyber Security and governance strategy.
• Provide out of hours support on a rotating basis as per the IT out-of-hours policy.
• Seek further training and instruction and aim to constantly improve own performance.
• Maintain confidentiality of Yeo Valley intellectual property.