Position Overview & Specifications
As IT Support Lead, you will be responsible for the day-to-day management of the support team. You will oversee the management of support queue and escalations from the team. The Support Lead will work with the IT Operations team, supporting of information technology ranging from Microsoft 365, VMWare farm, Data Center, Procurement, starters and leavers, and other IT related issues raised by users. Other IT duties can be assigned from time to time (e.g., support or coordination for new IT Services Implementation Projects involving fleet)
Key Responsibilities
Manages the end to end support of the team
Implements improvements to operational IT support services
Supports personal computing, smart devices, meeting room conferencing and multifunction devices
Manages security updates and patches
Periodically reviews to improve and standardise setup process of workstations and necessary peripheral devices for new starters
Utilises available tools to automate more of the Installation and configuration of the required software and the access to the various IT services
Ensures all processes are fully documented
Ensures all incidents and requests are logged in the ITSM tool
Performs troubleshooting to diagnose and resolve IT problems
Manages and monitors licenses, cleaning up Active Directory
Job-Requirements: skills, competencies, experience
Strong knowledge and experience in managing and developing a Service Desk Team in an business enterprise setting.
ITIL foundation certificate
VMWare Certified Professional
Strong knowledge and experience of Network and active directory administration
Strong knowledge and experience of Microsoft 365 administration including Microsoft Teams
Strong knowledge and experience of Infrastructure, including Windows Servers
Good knowledge and experience of Cyber Security
Fluent in the English language, knowledge of other European languages is a advantageous
Excellent diagnostic and problem solving skills
Excellent communication ability
Good team player, able to motivate the team to achieve better SLA, including coaching
In depth understanding of diverse computer systems
- Full Right to work in the UK required
Job Type: Full-time
Benefits:
- Discounted or free food
- Employee discount
- On-site parking
Schedule:
- Day shift
- Monday to Friday
Ability to commute/relocate:
- Uxbridge: reliably commute or plan to relocate before starting work (required)
Experience:
- Technical support: 3 years (preferred)
Work Location: One location