IT End User Support Lead

Reference Number: SM376

Job Type

Full Time

Availability

Permanent

IT End User Support Lead

The IT End User Support Lead oversees the IT End User Support team, ensuring exceptional support for IT devices and services to meet business needs. This role combines leadership with hands-on technical expertise, managing incidents, service requests, and team performance while maintaining a high standard of customer service.

Key Responsibilities:

Lead the IT End User Support team in Malta, managing resources to meet SLAs and customer expectations.
Handle service requests, incident tickets, and perform 1st line diagnostics to resolve or escalate issues as necessary.
Act as the primary IT point of contact for local site activities and initiatives.
Ensure smooth onboarding of new systems using Service Design and Transition processes.
Maintain accurate documentation, including knowledge base articles and IT policies.
Oversee hardware and software installations, upgrades, and troubleshooting.
Monitor and analyse support trends, providing data for performance reviews and continuous improvement.
Participate in service management activities, representing the team in meetings as required.
Train and mentor team members, conducting appraisals and identifying training needs.
Promote and ensure compliance with safety, security, and IT governance standards.

Qualifications and Skills:

Degree-level education or equivalent experience.
Strong customer-service orientation with excellent communication skills.
Proven leadership and people management experience.
Certifications in MS Operating Systems, A+ Certification, and MS Office applications.
Solid technical knowledge of hardware, software, protocols, and standards.
Experience in ITSM tools and processes, preferably ITIL V3/V4.
Ability to work under pressure and manage multiple priorities effectively.