Global It End User Support Team Leader

J o b P u r p o s e

The Global IT End-User Support Team Leader is responsible for leading the day-to-day operational delivery of IT End-User Services, and direct line management of a geographically dispersed team providing on-site technical support. This role will prioritize the management and performance of the team to ensure End User Computing (EUC) services deliver business value and enable users to exploit the full range of services available to them (e.g., User hardware, Operating Systems, Applications, Smartphones, Training). This includes leading and driving EUC innovation that contributes towards an overall positive End User Experience.

K e y R e s p o n s i b i l i t i e s

▪ 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-User Support activities and priorities are progressed within agreed service levels (Incidents, Changes and Service Requests).

▪ Schedule and lead team 1:1’s, 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-User Services 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 decision 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 continual 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.

▪ Adhering to service management processes and standards. Ensuring excellent incident management to minimize business impact

▪ Build and maintain effective and trusted relationships with colleagues, to aide IT support and the delivery of high standards of service

▪ Create, Deliver and maintain accurate reporting on End-User Services activities highlight successes and risk

▪ Create and update Knowledge Items and other relevant documentation

M a n d a t o r y S k i l l s a n d E x p e r i e n c e

The following skills, knowledge and Expertise are essential for this role: -

L e a d e r s h i p a n d M a n a g e m e n t

▪ Must have at least 3 years + demonstrable experience of 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 meeting’s, provide constructive feedback, and set operational priorities.

▪ Strong leadership skills with the ability to motivate, coach and mentor staff in a high-performing team.

T e c h n i c a l S k i l l s, K n o w l e d g e a n d E x p e r t i s e

▪ 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. This includes user software applications and device operating systems (e.g. Windows 11 (Core user OS), iOS, Mac OS, Android)

▪ Experience using ITSM tools such as ServiceNow (or similar) to support core operational process such as Incident Management, Problem Management, Asset Management, and Request Fulfilment.

▪ Use of, and understanding of IT Tools (Active Directory, Azure AD, inTune and MS Exchange)

▪ A comprehensive knowledge of the Microsoft Licensing model and associated licensing features, and how these related to varying user types and licensing options such as (but not limited to) E5 and E3.

▪ An understanding of Infrastructure technologies (e.g., Networking/SDWAN, SAN, VMWare, DNS, AD), including administration and operation.

▪ An understanding of Microsoft Azure Cloud Eco Systems and Services

▪ Knowledge of BYOD/MDM Deployment and Support solutions

C o m m u n i c a t i o n s a n d C o l l a b o r a t i o n

▪ 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-User Experience.

▪ An entrepreneurial spirit who can solve challenging problems, make a real impact in technology, and want to build something big

▪ Well organised and able to prioritise workload

▪ Collaborative and community focused, with a friendly and positive attitude

I T S e r v i c e M a n a g e m e n t S k i l l s

▪ A strong and articulable understanding of, and experience in IT Service Management best practice (ITIL4). Operational experience of core practices such as Incident Management, Problem Management, Asset Management, Request Fulfillment, and Change Management.

▪ An understanding of Information Security (InfoSec) and Cyber Security fundamentals

▪ An understanding of Risk Management fundamentals

A c a d e m i c& P r o f e s s i o n a l q u a l i f i c a t i o n s

▪ Degree in an IT related subject

▪ 3+ years’ experience in an IT End-User Service or Desktop Services role

▪ ITIL4 Foundation Certification

D e s i r a b l e S k i l l s, Q u a l i f i c a t i o n s, a n d E x p e r i e n c e

▪ Project management certification or experience of delivering projects

▪ Strong understanding cloud technology

▪ Microsoft certification in cloud technologies (e.g. Azure Administrator)