IT Support Team Leader (Ref: CRH327)

Job title: IT Support Team Leader        

Department: IT Department  

Reporting to:  IT & Development Manager

Location: Home Based, but needs to be able to work from Head Office a couple of days per week

Contract type: Permanent

Hours of work: 40 hours p/w (Mon - Friday, 8:30am - 5pm)

Salary: £50,000.00 - £65,000.00 per annum

Clearsprings Ready Homes is currently going through a process to increase the internal capability and skilled resource for the ITSM (Information Technology Service Management) provision. This is to ensure the technology and systems of the business are supported and provide an efficient platform for colleagues to carry out day-to-day activities.

The IT Support Team Leader will play in integral role in developing the IT service across the business and building the internal team. The successful candidate will need to have a strong understanding of the ITIL framework and relevant experience in implementation of the core principles; to build an effective team

and service to deliver incident and problem management.

The successful candidate will have extensive experience in areas such as the below:

• Implementing and supporting a new ITSM helpdesk and business workflow system
• Background of working with internal business teams to streamline IT support to facilitate operational efficiency
• On-premise to cloud migration support, particularly Azure, with a working understanding of Microsoft’s ‘landing zones’ infrastructure
• Track record of operating in a highly regulated environment, demonstrating a clear understanding of what that means for items including device management, security policies and user access

Procedures

• Manage the day-to-day operations of the IT service delivery
• Manage day to day communications with users to ensure high service levels for incidents, problems and change requests
• Line management of IT support engineers
• Implementation of helpdesk/support and change management software
• Azure environments and infrastructure support
• Understanding of in-house software to provide a high level of support to users
• Day to day management of user setup, movement and leaver processes and hardware support
• Define, implement and work within ITIL based SLA (service level agreement) Work alongside QA function to support testing where required
• Provide ITSM reporting to the IT & Development Manager to audit team performance
• Assist in the running and operational implementation of IT projects

Connect and Collaborate

• Work closely with your line manager and team members
• Collaborate with others, attending meetings as required
• Supporting team members and provide on-the-job training
• Provide cover for other staff as agreed by line manager

Responsive

• Keep up-to-date with all written and verbal communications (i.e. emails/messages/calls)
• Ensure all records are maintained and kept up-to-date according to company policies and procedures

 Talented

• Monitor own work levels, progress and development in the role
• Undertake all core learning and development programmes as required
• Undertake relevant learning according to agreed Personal Development Plan

 Trusted

• All employees are responsible for ensuring any personal data which Clearsprings Group holds and for which they are responsible, is kept securely and is not under any conditions disclosed to any third party unless that third party has been specifically authorised by Clearsprings Group to receive that information and has entered into a confidentiality agreement.

 Agile and Diverse

• Any other duties within the scope of responsibility and ability, as required, inclusive of providing similar support to any other local company project

Professional

• Maintain a good understanding of the legislation of the contract 

• 25 days annual leave plus national bank holidays
• Westfield Health Membership (offering cashback on health services plus discounts for retailers and gym memberships)
• Life Cover (2 x basic salary)
• Employer pension contribution (4% employer, 4% employee)
• Laptop/Phone/other equipment if required as part of job role
• Referral Scheme

Diversity Statement

Clearsprings Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Modern Slavery Statement

Clearsprings Groups conduct robust checks on any new employee including eligibility to work in the UK to safeguard against human trafficking or individuals being forced to work against their will.

Safeguarding Statement

Clearsprings Group is committed to Safeguarding and promoting the welfare of children, young people and adults at risk, and expect all employees to share this commitment.

All successful applicants will be required to undertake a satisfactory DBS check in line with their job role.

This role is not open to applications from those who will require sponsorship under the points-based system. Should you apply for this role and be found to require sponsorship, your application will be rejected, and any provisional offer withdrawn.

We reserve the right to close the advert early if there is a higher level of interest that expected.