Job Title: IT Helpdesk Team Leader
Salary: £38,004 - £42,998
(Incremental scale)
Location: 2 Callaghan Square, Cardiff
Contract: Permanent
Reporting to: Director of IT
Hours of Work: Full time (34.75 hours per week)
PLEASE NOTE: WE ARE ONLY ACCEPTING CV's IF ACCOMPANIED BY A COVER LETTER OUTLINING HOW YOU MEET ALL OF THE ESSENTIAL CRITERIA. IF YOU ONLY SEND A CV, IT WILL AUTOMATICALLY BE DISCOUNTED
Job Purpose
This role will:
a. manage the triage of IT issues raised through the Helpdesk ticketing system and ensure that they are resolved in a timely manner.
b. work alongside the Network Administrator to support the network routing, switching, security, server management and server infrastructure.
c. be responsible for managing small and medium scale IT projects as determined by the Director of IT.
d. be mobile and will require visits to the 15 separate sites across Wales.
e. provide cover and support to more complex Tier 3 (Network Administrator) tasks.
f. be responsible for the application training of users and the appropriate recycling of redundant equipment.
We have an exciting opportunity for an IT Helpdesk Team Leader to deliver effective management of the IT Helpdesk Team.
The IT Department is responsible for advising, developing and implementing, through either direct support or external providers, an effective customer focussed IT Service for the Provincial Office, Diocesan Offices, Bishops Offices and St Padarn's Institute. This covers network support, software provision, hardware maintenance and replacement, telephony, photocopying, and mobile device support.
The IT Helpdesk Team Leader will play a pivotal role in guiding the helpdesk team to provide effective and timely solutions to technical issues and ensuring the smooth operation of our network and systems. The postholder will also work with the Network Administrator to help maintain the stability and security of our IT systems. Working to the strategic direction of the Director of IT, the postholder will implement operational changes and deliver technical projects.
Knowledge, Skills, Qualifications and Experience
Essential
· Fully conversant with Microsoft Office 365.
· Excellent knowledge and understanding of Share Point.
· Ability to diagnose and resolve complex technical issues.
· Ability to inspire, motivate, and guide a team effectively.
· Experience interacting with users or clients to understand their needs and provide solutions.
· Strong understanding of hardware, software, networking, and IT systems.
· Clear and effective communication with team members and users.
· Developing and maintaining efficient workflows and procedures.
· Knowledge of helpdesk and ticketing systems.
· Understanding of operating systems (Windows, mac OS, Linux), network protocols, and hardware components.
· Knowledge of IT security principles and practices to ensure data protection and compliance.
· Previous experience in helpdesk or technical support roles, ideally with exposure to different levels of technical issues.
· Experience in developing and refining processes to improve efficiency and service quality.
· Willingness to work outside conventional hours when necessary.
· An empathy with the mission and ministry of the Church in Wales
*How to apply*
To apply for this vacancy, please send your cover letter outlining how you meet each of the essential criteria together with your CV.
Details of where to send your cover letter and CV can be found on our website - www.churchinwales.org.uk/en/about-us/work-us/it-helpdesk-team-leader/
It is our policy that we will only be accepting a cover letter and an application form. If you only send us your CV, then it will automatically be discounted. Please cover all of the essential criteria in your application.
Closing date
20 September 2024 at 10.00 am
Interview date
2 October 2024 in person in Cardiff
Further information
If you would like an informal chat about the role, please contact us.
Job Type: Full-time
Pay: £38,004.00-£42,998.00 per year
Experience:

• IT heldesk: 5 years (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person
Application deadline: 20/09/2024