Role Summary
Due to continued growth, we are looking for IT Services Team Leader to join us at Aventum Group.
The IT Services Team Leader role sits within the IT Services Team and their purpose is to lead and manage the IT Helpdesk for Aventum Group and all associated entities.
We are looking for a talented individual who wishes to continue their own personal development whilst ensuring the needs of the business are met and expectations exceeded.
This role will require support in all aspects of IT across the group. Tickets are sent via email to our Helpdesk (Zendesk) and need to be solved in line with our SLA’s.
Role Responsibilities
Manage the IT Services Helpdesk team.
Ensure the Helpdesk maintains a 99% SLA.
Ensure the Joiners, Changers, and Leaver’s process are followed correctly.
Ensure the IT Helpdesk team complete all their objectives.
Send Group IT Manager monthly KPI of SLA, Outages, and top 10 ticket tags.
Continue to build out the Helpdesk Self Service Centre. Add more guides as required and build out the functionality.
End user support regarding IT applications
Administration of cloud-based applications – Microsoft 365
Setting and supporting IT equipment (Mobile phones, PC/ Laptops, routers/switches, Printers/ Scanners)
Running scheduled IT processes, i.e., system backups
Maintaining hardware stock levels and keeping IT areas tidy. (Stock cupboard & IT room & desks)
Ensuring that all IT hardware/ equipment is on and in working order each morning in our London office.
Assist Group IT Manager:
o Azure administration
o IT projects
o Domain management
o Network management
o Application management
o Supplier management
Role Requirements
At least 2 years’ experience running a Helpdesk at an Insurance company.
High knowledge of Microsoft 365 applications.
High knowledge of IT collaboration apps i.e., Teams.
IT qualifications would be an advantage.
Skills & Abilities
Experience working in fast paced environment under pressure.
Team player
Hard working
Professionalism
Excellent communication skills, both verbal and written
Flexibility in working hours and task list with willingness to work outside working hours if necessary (occasionally)
Good time management
Willing to support remote sites, including visits.
Proactive and responsive
