IT Deskside Support Lead

Are you looking for a role where you can use your experience to lead a team within a proactive and environmentally conscious company?

We currently have an IT Deskside Support Leadposition available for a motivated individual to join our team in Exeter.Joining us on a full-time, permanent basis, you will receive a competitive salary of up to a maximum of £33,743 per annumplus excellent benefits.

About the role

The IT Deskside Support Lead is an integral role within the Service Delivery team. Reporting to the IT Customer Support Manager, you will lead the IT Deskside Support team to provide technical 2nd line IT support for all Group IT Services across the Pennon businesses, demonstrating our corporate values and behaviours.

Responsibilities as ourIT Deskside Support Lead include:

• Coordinate the provisioning of 2nd line IT support services across the Pennon Group business, ensuring Incidents and Service Requests are resolved in accordance with agreed Service levels
• Assume responsibility of Service Request Management processes, focussing on methods to drive standardisation to improve performance for the overall service quality and efficiency
• Oversee the coordination of ordering components for requested standard services and manage the Deskside Support IT hardware stock in compliance with audit requirements
• Conduct daily operational huddles with Deskside Analysts to ensure the timely resolution of the team’s activities, reporting status to the IT Customer Support Manager and acting as an escalation point for advanced or difficult incidents and requests
• Monitor incident trends and anticipate potential problems for proactive resolution
• Establish, evaluate and continuously review the team’s progress against key performance indicators, assess opportunities and risks, to support continuous service improvement
• Support the IT Customer Support Manager with the development of a Contact Reduction Strategy to improve responsiveness and better serve the Group IT Customer base
• Produce well documented 2nd line Incident Management and Service Request Management processes, with a specific focus on Customer Service best practice
• Lead, direct, coach and inspire the IT Deskside Support team to deliver optimum performance
• Develop a customer-centric culture whereby all Deskside analysts demonstrate skills, values and behaviours expected in a customer-facing role

What we are looking for in our IT Deskside Support Lead:

• Educated to degree level standard
• ITIL foundation certificate in IT Service Management is desirable
• Extensive IT 2nd/3rd line support working experience
• A minimum of two years team management experience in an IT environment
• Experience of delivering diverse corporate and operational IT services in a medium/large organisation

What’s in it for you:

We know that the support and commitment of our staff is key to our success so you will receive the opportunity for ongoing development and training for a long-term career with us. We’re one of the largest companies in the South West and are proud to have been awarded Investors in People recognition.

In return, we will offer an excellent range of benefits including:

• Generous holiday allowance plus bank holidays
• A discretionary Bonus
• Competitive Contributory Pension
• Access to the Company Sharesave Scheme
• Various health benefits
• And more!

South West Wateris part of the Pennon Group, a very successful and stable business that prides itself on sustainability. We provide reliable, efficient and high-quality drinking water and wastewater services for a population of c. 1.7 million in Cornwall, Devon, and parts of Somerset and Dorset.

We believe that by investing in the future of our region, we are not only improving the quality of life for today’s residents and visitors but are also taking responsibility for future generations. Responsibility for the environment is central to this. Our aim is to continually drive up standards, particularly in the areas that matter most to our customers.

Our core values which are essential to our success are:

• Trusted - We do the right thing for our customers and stakeholders.
• Collaborative - We forge strong relationships working together to make a positive impact.
• Responsible - We keep our promises to our customers, communities, and each other.
• Progressive - We are always looking for new ways to improve and make life better.

Closing date:Thursday 18th November 2021

If you are looking for a new challenge, please click apply now to be considered as our IT Deskside Support Lead-we look forward to receiving your application.