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For Companies At a Glance
- Tasks: Lead and manage an IT support team, ensuring top-notch service for nearly 1000 users.
- Company: Join KAEFER, a global leader in technical industrial services with a supportive culture.
- Benefits: Enjoy career growth, ongoing training, and a commitment to promoting from within.
- Why this job: Make a real impact by enhancing user experiences and driving continuous improvement.
- Qualifications: Proven leadership in IT support and strong technical skills in end-user technologies.
- Other info: Be part of a dynamic team with opportunities for collaboration across global operations.
The predicted salary is between 45000 - 55000 £ per year.
The Opportunity
At KAEFER, our success is built on our values and culture, which create a supportive and inclusive environment where employees can thrive. We prioritise growth and development, with abundant opportunities for advancement and a commitment to promoting from within. Our wide range of job openings, including entry-level positions, allows for the first steps on the ladder to success. We provide ongoing training and development opportunities to support our employees throughout their careers.
We are looking for an IT Team Leader to join our IT team on a permanent basis. You will support in shaping how our UK&I workforce experiences desktop and end-user support services. The team, consisting of you and two IT Support Engineers, supports just under 1000 desktop-enabled users based across multiple sites. The team focuses on delivering high-quality, customer-focused support across all sites and acting as key contributors to operational excellence, service resilience, and continuous improvement across the IT estate. Success in this role requires a blend of technical and service experience. There will be collaboration with group teams (predominantly based at Germany) across operations, infrastructure, service desk and cybersecurity.
How You Will Make An Impact
- Lead and manage our existing IT Support Engineers.
- Oversee day-to-day management of the local IT helpdesk queue.
- Own the escalation and resolution of technical & service issues, ensuring effective communication and minimal business disruption.
- Drive continuous improvement by analysing service desk data, identifying trends, and implementing enhancements to tools, processes, and knowledge management.
- Ensure local UK&I IT Services activities align with group and local governance, compliance obligations, and risk controls.
- Collaborate with group IT functions and UK&I Digital Teams to support service transitions, technology deployments, and project deliverables.
- Maintain strong awareness of end-user technologies, platforms, and best practices to support decision-making across desktop and mobility services.
- Promote a customer-centric approach, ensuring user satisfaction, transparency, and responsiveness in all UK&I IT interactions.
- Create and maintain a high-quality knowledge base and documentation library to support local IT knowledge, reduce single points of failure and self-service initiatives.
- Report service performance, financials, risks, and operational insights clearly and proactively to IT leadership and stakeholders.
Essential
- Proven experience leading desktop/support teams in a multi-site environment.
- Technical, hands-on experience in an end user compute environment.
- Deep understanding of end-user technologies, device management, troubleshooting, and support best practices.
- Effective stakeholder engagement and communication skills across all organisational levels.
- Demonstrated ability to manage escalations, prioritise workload, and maintain service continuity.
Desirable
- Experience with ITIL-based service management and operational governance.
- Experience of networking and capabilities and Azure services.
- Professional certification in IT Service Management (ITIL, SDI) or equivalent.
- Experience working with global or multi-site teams.
- Familiarity with modern endpoint management platforms such as Intune, or equivalent.
- Experience with ITSM platforms such as ServiceNow, Ivanti for workflow, routing, and reporting.
- Understanding of IT operations, security, compliance, and continuous improvement frameworks.
Why KAEFER UK & Ireland?
Our mission is clear: to be the most reliable and efficient provider of technical industrial services. KAEFER UK & Ireland provides a large and growing range of industries with asset integrity services including access solutions, insulation, surface protection, HVAC fabrication, EC&I and more. We focus on improving energy efficiency and extending asset life cycles. We have twelve operating centres across the UK and Ireland, employing approximately 3,500 highly skilled and experienced people. Our people are our lifeforce and every day they deliver excellence to our customers.
KAEFER UK & Ireland is part of the KAEFER Group, a global €2.3 billion business with its headquarters in Bremen, Germany. KAEFER works on more than 5,500 job-sites internationally, with around 33,000 employees. With unrivalled experience and expertise, our teams provide trusted partnerships and tailored support to execute even the most challenging and complex projects for clients.
We take pride in being part of a global company, with common values and many diverse and individual voices. You can ‘count on us’ to make positive contributions in the communities where we live and work.
Our Values
- Reliability
- Ambition
- Team Spirit
- Respect
IT Team Leader in Newcastle upon Tyne employer: KAEFER UK & Ireland
Contact Detail:
KAEFER UK & Ireland Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Team Leader in Newcastle upon Tyne
✨Tip Number 1
Network like a pro! Reach out to current employees at KAEFER through LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the IT Team Leader role. Personal connections can give you an edge!
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills and service management knowledge. Be ready to discuss how you've led teams in the past and how you handle escalations. Show us that you can drive continuous improvement!
✨Tip Number 3
Don’t just focus on your qualifications; highlight your customer-centric approach. Share examples of how you've ensured user satisfaction and transparency in previous roles. We want to see that you can promote a positive experience for end-users!
✨Tip Number 4
Finally, apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows your enthusiasm for joining KAEFER and being part of our mission to deliver excellence.
We think you need these skills to ace IT Team Leader in Newcastle upon Tyne
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the IT Team Leader role. Highlight your experience leading desktop/support teams and any technical skills that align with the job description. We want to see how you can make an impact!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background fits with KAEFER's values. Remember, we love a customer-centric approach, so mention how you've prioritised user satisfaction in past roles.
Showcase Your Achievements: Don’t just list your responsibilities; showcase your achievements! Use specific examples of how you've driven continuous improvement or resolved complex issues in previous positions. This will help us see the value you can bring to our team.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at KAEFER UK & Ireland
✨Know Your Tech Inside Out
As an IT Team Leader, you need to demonstrate a solid understanding of end-user technologies and support best practices. Brush up on your technical skills and be ready to discuss specific tools and platforms you've worked with, especially those mentioned in the job description like Intune or ServiceNow.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in leading desktop/support teams. Think about times when you managed escalations or improved service delivery. This will show that you can effectively lead the team and drive continuous improvement.
✨Communicate Clearly and Confidently
Effective communication is key in this role. Practice articulating your thoughts clearly, especially when discussing complex technical issues. Be prepared to explain how you would ensure transparency and responsiveness in user interactions.
✨Align with Company Values
KAEFER values reliability, ambition, team spirit, and respect. Reflect on how your personal values align with these and be ready to share examples from your past experiences that demonstrate these qualities. This will help you connect with the interviewers on a cultural level.