IT Support Team Lead

💳 Capital on Tap was founded with the mission to help small business owners and make their lives easier. Today, we provide an all-in-one business credit card & spend management platform that helps business owners save time and money. Capital on Tap proudly serves over 200,000 businesses across the world and our goal is to help 1 million small businesses by 2030. The Role We are looking to hire a skilled IT Support Team Lead to act as an escalation and focal point of our company IT desktop and application support function. You will work in conjunction with both the Head Of IT Security & Operations and the wider IT support team to provide day-to-day leadership for the IT support team in providing first class support to our users with hardware and software issues. You will be required to work across multiple sites, leading the team and assisting with user account and hardware setups, hardware installations, software upgrades, systems integrations, bespoke business application support and all user-facing IT-related issues. To ensure success as an IT Support Team Lead, you should have prior experience in leading or as a senior member of an IT support function, have extensive knowledge of home and office systems, experience supporting bespoke business applications, excellent problem-solving skills and high-level interpersonal skills. A top-class support engineer who can lead by example. Responsibilities Oversee the day-to-day operations of the IT support team.Act as a senior support engineer and extension of the support team. Provide direct supervision to the team including evaluations, 1-2-1’s, mentoring, and all other line management responsibilities. Be the point of contact for technical support escalations. Record and track SLA’s and support team workflows, taking responsibility for meeting SLA targets for yourself and the wider team. Work with the Head Of IT Security & Operations to identify improvements to support technical process and team efficiency. Provide expert assistance to our customer operations teams in relation to the company’s bespoke internal and customer facing applications. - Respond to user support requests in person, via the service desk platform (Jira), via instant message (Slack) and via video call. - Troubleshooting hardware and software issues. Installing and maintaining hardware and computer peripherals. - Installing and upgrading operating systems and computer software. - Troubleshooting networking and connection issues. - Advising on software or hardware upgrades. - Providing training in computer operation and management to our end users. - Take ownership of upskilling and training the other members of the IT Support function. - Set up office equipment and assist with office and team relocations. - Set up new equipment and accounts for new joiners to the business. - Assist with the management and maintenance of user accounts across multiple platforms. - Take ownership of managing and maintaining the asset register. - Provide feedback on processes and help improve these using previous experience. - Generate documentation on processes and procedures relating to business IT support. - Be part of an on-call rota. The role will lead a team across multiple offices. While the primary location will be on-site in the London office, some travel to our other sites, especially Cardiff, Manchester and Brighton, will be required.