Technology Team Leader

We are seeking a highly skilled and experienced team leader to join our IT End-User Support Team. This is an exciting opportunity for a motivated individual who is passionate about delivering exceptional service to our end-users.

The successful candidate will have a strong track record of managing geographically dispersed teams, with a proven ability to motivate and coach staff in a high-performing environment.

The role involves leading the day-to-day operational delivery of IT End-User Services, direct line management of a team providing on-site technical support, and prioritizing the management and performance of the team to ensure End User Computing (EUC) services deliver business value.

Responsibilities include:

• Delegated management of the IT End-User Services Team in the absence of the Global IT End-User Services Operations & Development Manager (if required).
• DIRECT TEAM AND INDIVIDUAL WORK PRIORITIES TO ENSURE ASSIGNED IT END-USERSUPPORT ACTIVITIES AND PRIORITIES ARE PROGRESSED WITHIN AGREED SERVICE LEVELS (INCIDENTS, CHANGES AND SERVICE REQUESTS).
• SCHEDULE AND LEAD TEAM 1:1s, PROVIDING REGULAR FEEDBACK, GUIDANCE AND SUPPORT.
• FOLLOW GLOBAL PERFORMANCE MANAGEMENT PROCESSES AND PRACTICES TO ADDRESS ANY AREA OF CONCERN, INCLUDING IMPLEMENTATION OF PERFORMANCE IMPROVEMENT PLANS.
• COLLABORATE WITH THE GLOBAL IT END-USERSERVICES OPERATIONS & DEVELOPMENT MANAGER TO ENSURE OBJECTIVES ARE SET AND UNDERSTOOD, AND THAT RELATED PERSONAL AND PROFESSIONAL DEVELOPMENT PLANS ARE IN PLACE FOR YOUR TEAM.
• WORK CLOSELY WITH GLOBAL BUSINESS USERS AND OTHER IT TEAMS TO EXPLOIT EXISTING AND NEW TECHNOLOGY.
• IDENTIFY AND EXPLOIT OPPORTUNITIES FOR AUTOMATION AND DIGITISATION OF KEY PROCESSES AND ACTIVITIES.
• BE THE OPERATIONAL ESCALATION POINT FOR YOUR TEAM, ENSURING TIMELY AND EFFECTIVE DECISIONS ARE MADE TO MINIMIZE INTERRUPTIONS TO IT SERVICE AND BUSINESS CONTINUITY.
• WORK ON AND MANAGE BAU ACTIVITIES AND TASKS, PROVIDING KNOWLEDGE AND SUPPORT TO OTHER TEAM MEMBERS WHERE REQUIRED.
• PROVIDE TRAINING AND MENTORING TO NEW HIRES.
• PROVIDE ENHANCED AND EXPEDITED SUPPORT TO VIP AND CRITICAL BUSINESS USERS.
• MANAGEMENT OF OPERATIONAL CONTINUOUS IMPROVEMENT INITIATIVES WITHIN BOTH YOUR TEAM, AND THOSE IMPACTING THE BROADER GROUP IS DEPARTMENT.
• CONTINUE TO CHALLENGE YOURSELF AND IMPROVE IN ALL APPLICABLE TECHNOLOGY AREAS TO ENSURE YOU HAVE APPROPRIATE KNOWLEDGE AND SKILLS NECESSARY TO COMPLETE ALL ASSIGNED TASKS AND SUPPORT THE BROADER TEAM.

To be considered for this role, you should have:

• A minimum of 3 years of demonstrable experience in directly managing a geographically dispersed End-User facing team in a mature ITIL-focused IT department.
• Experience of working closely with team members to develop personal and professional development plans, undertake regular 1:1 meetings, provide constructive feedback, and set operational priorities.
• Strong leadership skills with the ability to motivate, coach, and mentor staff in a high-performing team.

You will need to demonstrate:

• Strong knowledge of the M365/O365 technology stack features and functionality, and a track record of directly delivering, supporting, and exploiting these capabilities in an End-User environment to enhance the user experience and business value.
• Excellent knowledge of End User Microsoft Operating System deployment and support, including the use of Active Directory, InTune, Azure AD.
• Core knowledge of, and demonstrable experience in deploying and troubleshooting End-User Technologies such as PCs, Mobile Phones, and Tablet devices, including user software applications and device operating systems.
• Experience using ITSM tools such as ServiceNow (or similar) to support core operational processes such as Incident Management, Problem Management, Asset Management, and Request Fulfillment.
• A comprehensive knowledge of the Microsoft Licensing model and associated licensing features, and how these relate to varying user types and licensing options.
• An understanding of Infrastructure technologies, including administration and operation.
• An understanding of Microsoft Azure Cloud Eco Systems and Services.
• Knowledge of BYOD/MDM Deployment and Support.

As a team player, you will:

• MUST HAVE EXCELLENT COMMUNICATION AND COLLABORATION SKILLS, WITH BOTH INTERNAL AND EXTERNAL STAKEHOLDERS AND INTERNAL IT/MANAGEMENT.
• FRIENDLY AND APPROACHABLE WITH GOOD CUSTOMER SERVICE SKILLS AND ABLE TO COMMUNICATE WITH COLLEAGUES WHO HAVE VARYING IT KNOWLEDGE.
• AN ENTHUSIASTIC COMMITMENT TO DELIVERING AND MAINTAINING A POSITIVE END-USERS EXPERIENCE.

To be successful in this role, you should hold:

• DEGREE IN AN IT-RELATED SUBJECT.
• 3+ YEARS EXPERIENCE IN AN IT END-USERSERVICE OR DESKTOP SERVICES ROLE.
• ITIL4 FOUNDATION QUALIFICATION.