IT Help Desk Team Leader

Overview

We are looking for a Team Leader to manage the EMEA IT Operations Support team (primarily based in London) and be the key point of contact for the End User community at the company. This role is ideal for someone with experience in an IT leadership support role who wants to develop leadership skills further. The candidate should be enthusiastic about delivering the highest standard of IT support with a genuine interest in technology and its application in supporting the business. The role focuses on leading and developing the team, so some prior people management experience is required. As this is a technical team, prior experience in a senior technical role will help you challenge and deliver value-driven solutions and processes that are fit for purpose. The team works closely with other support teams across APAC and NASA to provide 24/7 support. The role requires coordination across regions with a focus on key issues, including a local on-call element (Monday to Sunday, 08:00-18:00) to ensure adequate resources.

Managing the EMEA Operations Team and acting as the primary contact for user incidents and requests, ensuring a 'white glove' service for VIPs within the firm.

Responsibilities

• Ensuring incidents/requests are correctly triaged and prioritized to achieve effective resolution, including managing user expectations and communications.


• Lead by example to set the standard for support and manage all queues to ensure no calls are unanswered or unassigned.


• Track all KPIs and CSFs, and conduct regular reviews to keep them relevant and effective for delivering the right outcomes to customers.


• Use existing data (ticket and phone statistics) to ensure shifts are managed effectively, tickets are resolved, and quality standards are met.


• Continuously look for ways to develop and improve the entire team; identify training and personal development requirements.


• Create and maintain accurate, concise ticket updates and knowledge base documentation within ServiceNow, with focus on regional specifics.


• Educate colleagues on best practices, adoption, and utilization of technology to improve services.


• Work with the IT Manager to identify trends and potential problems and plan remediation.


• Review Start of Day checks to ensure they remain effective and be responsible for operational stability for printers and peripherals.


• Provide hardware and software maintenance support.


• Assist in leading, championing, and adhering to global policies and processes to resolve issues.


• Work with a global mindset to ensure consistent high service delivery regardless of location.


• Provide an escalation point for engineering and operations teams.

Qualifications and Experience

• Previous experience in a customer-facing IT Support team leadership role or IT Support team leadership.


• Experience using data to drive positive outcomes.


• Good knowledge of ServiceNow ITSM (or similar).


• Customer oriented with a passion for delivering excellent service and continuous improvement.


• A collaborator who can work within a framework of procedures and policies.


• Self-motivated and able to use initiative; flexible and willing to work outside core hours if necessary.


• Knowledge and some experience of products within the Microsoft 365 suite.


• Good working knowledge of productivity and collaboration apps such as Teams, SharePoint, OneDrive, and Exchange (advantageous).


• Knowledge and experience of Active Directory and Azure Active Directory administration.


• Experience with collaboration tools such as Jira/ServiceNow; familiarity with VMware ESXi, vCenter, and Horizon; storage technologies; backup tools (e.g., Commvault or similar); Azure AD (including conditional access, SSO, application registration, provisioning), M365 & Intune; Windows Server/client; Windows certificate services; AD-related technologies, Exchange Server, clustering, and file servers; SMTP; HPE hardware; network routing (802.1x) and firewalling; Cisco Call Manager; monitoring and alerting techniques (e.g., SolarWinds).

Job Details: Location: London Type: Permanent Sector: IT Salary: £65,000-£70,000 per annum