Tech Desk Team Leader

The job in a nutshell

We are looking for experienced Tech Support specialists who have a demonstrable ability to lead a tech support team and ensure that all IT incidents and requests are progressed and resolved with minimal impact, whilst providing first class customer service to business IT users.

Are you motivated by providing a high quality Tech Desk business function with a keen focus on performance reporting and continuous improvement? Are you able coordinate the activities of Tech Desk with the wider business community to ensure premier delivery and alignment? Finally, do you have a consistent track record of leading Tech Support specialists through effective mentorship, objective and priority setting and performance?

You will have an opportunity in this role to liaise with wider business teams across Tech, Infrastructure and external partners to dedicatedly maintain and implement improvements that will impact upon the effectiveness and speed of delivery for the wider group business.

If you are interested and can answer yes to the above, then we wish to hear from you!

Skills and experience you’ll need to have

  • Meaningful experience leading a First Line support team.
  • ITILv3 Foundation
  • Qualification in Computing or other related discipline (further or higher education)
  • Shown success in leading a First Line support team.
  • Good technical skills across a range of platform areas including both Microsoft and Apple OS, mobiles, Windows server and network and O365.
  • A demonstrable ability to troubleshoot and collate information to aid in the resolution of user issues
  • Excellent customer service and communication skills to all levels of the business, both verbal and written
  • A good working knowledge of ITIL Service Lifecycle
  • Enthusiastic attitude to identifying and implementing improvements

What you’ll be responsible for

  • Ensures that the team provide excellent customer service to staff raising Tech issues
  • Ensures that all IT issues are accurately and expertly recorded and handled
  • Line management of the Tech Support analysts with a focus on team development and coaching
  • Conducting regular team meetings, one-to-ones, objective setting and annual performance reviews
  • Performance reporting to Tech Management
  • Continuous improvement of IT Incident and Request processes
  • Coordination of activities between the Tech Desk, other Tech teams, the wider business and third parties
  • Handling the workloads and priorities of the Tech Desk team
  • Management of high priority incidents during business hours through to resolution
  • Internal escalation of any potential service issues

Who you’ll be working with

  • Liaises with Tech Management to report or call out issues
  • Leads liaison relationships with a wide range of hardware, software and service suppliers
  • Working directly with partners to ensure swift resolution of technical queries and incidents.
  • Liaise with Infrastructure Team to resolve more complex issues.

About us

We’re on a mission to help people everywhere save time and money – whether that’s on essential outgoings or on the things that they enjoy.

If someone is looking for an insurance policy for the first time, wants to beat their renewal quote, is searching for the right financial product, or is after a great utility deal, our comparison website – GoCompare – is there to help. We work with trusted insurance providers, financial services organisations and partners to provide a real breadth of coverage across the market.

Through MyVoucherCodes we bring savings from thousands of fashion, retail, restaurant, entertainment, travel and tech brands to millions of people.

Energylinx, our Ofgem-accredited energy comparison and switching service, brings great energy deals from more suppliers than any other UK switching site to UK households and businesses.

And weflip, an automatic switching service that helps people save time and money by flipping them onto better energy tariffs, uses technology to bring a new, hands-off approach to staying on great deals, forever.

GoCompare embraces diversity and truly believe in equal opportunities for all. We believe that inclusion and diversity increases creativity, delivers innovation, improves performance and better serves our customers.

We truly believe in the ethos that companies with greater diversity perform better than those without. It is for these reasons that all qualified applicants will be considered for employment regardless of age, race, religion, genetic information, sexual orientation, gender identity, parental status, disability, educational background or any other characteristic for that matter that doesn’t relate to your ability to perform the role.

Benefits

GoCompare offer a competitive benefits package including:

  • Flexible working hours
  • holidays plus bank holidays
  • Birthday day off
  • Death in service
  • Matched pension (up to 6%)
  • Private medical cover
  • Enhanced maternity and paternity policies
Go for it
Salary:

Up to £38,000 plus benefits and annual bonus

Location:

Newport

Job Reference:

gocompare/TP/41/175

Closing date:

23rd February 2019

Contract details:

Permanent

Working hours:

37.5 hours per week

Go for it