Part Time IT Help Desk Team Leader. Consultancy. 22.5 hours per week. Up to £52K FTE. Hybrid (London and/or Oxford)

Location London
Flex Type Hybrid
Role Basis Permanent
Salary up to £52K FTE*
Company Ten2Two, Experts in Flexible Recruitment

An exciting opportunity to use your IT skills, working flexibly 22.5hrs/wk and earning up to £52k FTE*.

Our client are an economics and finance consultancy driven by curiosity, integrity, and a passion for making a difference, they bring original and impactful perspectives to the biggest questions facing business and society.

Our clients business operations make extensive use of technology in order to deliver services to their clients. This requires that they provide a good level of technical support to their users. The purpose of this role is to ensure that the service that is delivered meets the standards required effectively and efficiently.

The Role

A key role with the IT leadership group, this Team Leader role reports to CIO. Based in either Oxford or London, the Team Leader role will involve regular visits to all UK and international locations. Our clients help desk receives over 400 calls a month from its 200 users.
The help desk is currently a team of 3 people (including this role), with backfill and cover for busy periods provided by 3rd parties. The team works ‘hand in glove’ with the IT infrastructure and systems teams.
The primary objective of this role is to provide a high-class IT help desk service to internal users across the firm and support the implementation of new technology solutions across the business.
The IT Help Desk Team Leader is responsible for the delivery and quality of first line IT support services to the business, including our international offices.

While the Team leader is expected to provide leadership and development to the team, there is a significant ‘hands on’ element to the role in dealing directly with help desk calls.

The Team Leader role holder will:

•Develop the quality of services provided by the help desk to the whole business
•Manage and resolve help desk tickets directly
•Escalate and support the work of the second level engineering – this may include some 2nd level engineering work, testing or roll out support work
•Challenge the current working practices of the team and helping the wider team deliver continually improving levels of service to the firm in line with ITIL principles
•Develop the teams overall capability, including coaching and mentoring individual members of the team on both technical and soft skills
•Support the roll out of new technology to the firm
•Work with suppliers to provide good value for money and consistency of service
•Develop the firms call logging system (Freshdesk) in line with the business and IT needs
•Encouraging the development of the services needed by a growing international business
•Prepare user documentation & train users as required, including new starter IT induction
•Developing relationships with relevant suppliers to ensuring they ‘carry the load’ for our client and provide value for money in supporting the delivery support desk services

The Candidate
The following list of the type of skills and competencies sought:

•Excellent people and communication skills
•Demonstrates first class problem solving skills
•A good technical understanding of the technologies used by the firm (Microsoft desktop & server, various Microfocus products, AV equipment etc) and awareness of wider industry trends that may be of value to the firm in the future
•A process oriented approach
•Willing to take a hands on approach to problem solving if required, and to lead by example
•Ability to work within a changing environment, demonstrating resilience, adaptability and flexibility to meet demands of the business
•Has a flexible and open-minded approach, able to influence decisions and works collaboratively when presenting a range of solutions
•Can work with stakeholders at all levels of the business, particularly confident when dealing with senior stakeholders, and manages their expectations
•Able to build and maintains constructive and effective partnerships with all our clients teams and colleagues for mutual benefit
•Questions confidently with a clear purpose in mind
•Self-discipline to set and maintain delivery standards expected around by the firm
•Ability to work under pressure and to tight deadlines in a calm manner.
•Takes initiative and uses judgement appropriately
•Looks beyond past results to set challenging but realistic goals for performance improvement for self and team
•Demonstrates effective negotiation and management skills to achieve optimum results
•Effectively coaches and mentors others to improve their performance and development
•Integrity and professionalism

The Terms

This Team Leader role is being offered on a flexible and part time basis with 22.5 hours per week and an openness as to the pattern across the week. A salary of up to £52K FTE is available for the right candidate. The role can be worked on a hybrid basis with offices in central London (St Pauls closest station). A start date of mid/late July is preferable.

*Full Time Equivalent – actual salary will depend on final hours agreed.

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