Job Description

IT SUPPORT TEAM LEADER ROLE PROFILE

BELFOR provides comprehensive disaster recovery and property restoration services. As part of our IT team based at BELFOR House Tamworth, this role supports the business's digital infrastructure and internal applications. Reporting to the IT Manager, you will play a key role in ensuring smooth day-to-day IT operations while contributing to future-focused initiatives including AI integration and CRM transformation.

ROLE PURPOSE

To lead and deliver reliable, proactive IT support that ensures operational continuity, enhances user experience, and contributes to the digital evolution of the business. This role includes supervising one other IT team member: coordinating daily support activities and supporting the IT Manager by taking on delegated responsibilities during strategic project phases.

KEY OUTCOMES & RESPONSIBILITIES

Lead and coordinate IT support operations

Supervise junior IT staff, allocate tasks, and ensure consistent service delivery across the business.

Provide responsive and effective IT support:

Deliver timely helpdesk assistance and technical problem-solving to enable uninterrupted business operations.

Maintain and optimize user devices:

Oversee configuration and deployment of laptops and mobile devices, ensuring readiness and security for all users.

Support business applications and workflows:

Assist with internal app usage, updates, and rollouts, contributing to efficient business processes.

Enable communication and collaboration:

Administer VOIP platforms and support mobile app deployments to ensure seamless connectivity.

Ensure secure and compliant user management:

Manage user accounts, leaver offboarding, and uphold IT-related responsibilities within the Health, Safety and Environment Policy.

Contribute to digital transformation:

Support the implementation of AI tools for reporting and task automation, helping the business prepare for future efficiencies.

Support CRM system evolution:

Assist with the upcoming Salesforce CRM project; familiarity with Salesforce is beneficial but not essential.

Maintain software and system integrity:

Perform software installations and updates, ensuring systems remain current and secure.

Enable traceability and accountability:

Maintain accurate records of IT support activities and communications.

Support strategic IT initiatives:

Take on delegated responsibilities from the IT Manager to support project delivery and strategic planning.

Respond flexibly to business needs:

Carry out any other reasonable requests from management to support IT operations and strategic initiatives.

SKILLS & EXPERIENCE REQUIRED

Previous experience in IT support or helpdesk environment, ideally with supervisory responsibilities.

Strong problem-solving skills and technical knowledge across hardware, software, and networking.

Excellent communication and interpersonal skills, with the ability to lead and mentor others.

Ability to manage multiple tasks, prioritise effectively, and make decisions under pressure.

Proficiency in using support ticketing systems and remote support tools.

Experience with Windows OS, Microsoft Office, and basic networking concepts.

Interest or experience in AI tools and automation (desirable).

Exposure to Salesforce or other CRM platforms (beneficial).

QUALIFICATIONS

GCSE Maths and English - minimum of Grade 4 (C) in both.

Relevant IT certifications (e.g., CompTIA A+, Microsoft Certified Professional) are desirable.

Leadership or management training (beneficial).

Job Types: Full-time, Permanent

Pay: 38,000.00-45,000.00 per year

Benefits:

Company pension Free flu jabs Life insurance On-site parking Sick pay
Work Location: Hybrid remote in Tamworth B78 2EX