IT Support Lead

Executive Mandate Specification

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

Statutory Executive Benefits & Governance

• Executive Health, Vision & Dental Coverage with Global Provider Options
• Corporate Pension Auto-Enrolment / 401(k) Retirement Plan with Fiduciary Matching
• Annual Discretionary Performance Incentive & Long-Term Equity Participation
• Executive Leave Allotment, Statutory Holidays & Dedicated Health Care Reserves
• US Department of Labor & E-Verify Work Authorization Sponsorship