Team Lead Senior Desktop Support

Company Description

Government Dpt seeks desktop team lead. Must have Baseline clearance 2 x 6 month contract +

Hybrid is possible with some WFH

Role Description

• Provide advanced technical support, lead, and manage, the NMI Desktop Support team.
• oversee team operations and maintain a positive and collaborative work environment.
• Coach and mentor team members to enhance their technical capabilities and support career growth.
• Provide Level 2 ICT support to department staff for desktop hardware, software, video-conferencing systems, peripheral devices across multiple NMI sites, and face to face onsite support.
• Provide support to the Desktop Support Team with tasks requiring provisioning and management of ICT equipment for staff and maintaining accurate record-keeping of the ICT asset register.
• Collaborate with Level 3 ICT teams (e.g., Networks, Servers, and Infrastructure), including working with external vendors to coordinate hardware repairs, warranty services, and system upgrades.
• Monitor and allocate team resources for BAU priorities, ICT tasks and incidents to meet service level agreements.
• Identify knowledge gaps within the team and oversee the development and maintenance of knowledge base articles for continuous improvement and auditing purposes.
• lead the collaboration with enablement teams to resolve ICT incidents and deliver high-quality customer service to department staff.

Essential Skills and Qualifications

1. Customer service support: Level 4 (SFIA)

Monitors service delivery channels and collects performance data. Assists with the specification, development, research and evaluation of service standards. Applies these standards to resolve or escalate issues and gives technical briefings to staff members.

1. Incident management: Level 4 (SFIA)

Ensures that incidents are handled according to agreed procedures. Prioritises and diagnoses incidents. Investigates causes of incidents and seeks resolution. Escalates unresolved incidents. Facilitates recovery, following resolution of incidents. Documents and closes resolved incidents. Contributes to testing and improving incident management procedures.

1. Performance management: Level 4 (SFIA)

Provides operational direction, support and guidance to assigned colleagues. Allocates routine tasks or project work, in line with team objectives and individual capabilities. Monitors quality and performance against agreed criteria to make learning recommendations or to escalate concerns. Coaches colleagues in developing target skills and capabilities in line with team and personal goals. Facilitates effective working relationships between team members.

1. Quality assurance: Level 4 (SFIA)

Plans, organises and conducts assessment activity and determines whether appropriate quality control has been applied. Conducts formal assessments or reviews for given domain areas, suppliers, or parts of the supply chain. Collates, collects and examines records, analyses the evidence and drafts all or part of formal compliance reports. Determines the risks associated with findings and non-compliance and proposes corrective actions. Provides advice and guidance in the use of organisational standards.

1. Stakeholder relationship management: Level 4 (SFIA)

Deals with problems and issues, managing resolutions, corrective actions, lessons learned, and the collection and dissemination of relevant information. Implements stakeholder engagement/communications plan. Collects and uses feedback from customers and stakeholders to help measure the effectiveness of stakeholder management. Helps develop and enhance customer and stakeholder relationships.