At a Glance
- Tasks: Lead the EMEA IT Operations Support team and ensure top-notch service for users.
- Company: Dynamic tech company in London focused on innovation and customer satisfaction.
- Benefits: Competitive salary, career development opportunities, and a vibrant work culture.
- Other info: Join a global team and make a real impact in a fast-paced environment.
- Why this job: Shape the future of IT support while developing your leadership skills.
- Qualifications: Experience in IT support leadership and a passion for technology.
The predicted salary is between 65000 - 70000 £ per year.
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 position would be great for someone with some previous experience in an IT Leadership support role who is keen to develop their leadership skills further.
The ideal 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. You should be customer oriented with experience delivering a 'White Glove' service to VIPs. The role is more focused on leading & developing the team, so some previous man-management experience will be required.
Also, as this is managing a technical team you will need to have worked previously in a senior technical role as this will help you to challenge & deliver solutions/processes that add value to the business and are fit for purpose. The Team works hand-in-hand with other support teams across APAC & NASA to provide 24/7 support. This role will need to ensure correct handovers take place between regions with continued focus on key issues.
There is an element of local on-call with the Team, Monday to Sunday 08:00hrs to 18:00hrs, and you will need to ensure this is adequately resourced. Managing the EMEA Operations Team and acting as the key point of contact for user incidents & requests and ensuring a "white glove" service is provided/tracked for VIPs within the firm. Ensuring incidents/requests are correctly triaged and prioritized to effective resolution, including user expectation & effective communication.
Lead by example to set the standard for support and manage all queues to ensure that no calls are unanswered or unassigned. Track all associated KPIs & CSFs, as well as undertaking frequent reviews to make sure they remain relevant and effective in delivering the right outcome to our customer base. Use existing Data (ticket & phone statistics) to ensure shifts are effectively managed, tickets are dealt with and the correct level of quality is being applied.
Continuously look for ways to develop & improve the entire team, identify training & personal development requirements. Create and maintain accurate and concise ticket update/knowledgebase documentation within ServiceNow, with high focus on regional specifics. Educate colleagues on best practice, adoption & utilization of technology to improve services. Work with the IT Manager to identify trends/potential problems and plan to remediate. Review all frequent "Start of Day" checks to ensure they remain effective. Be responsible for the operational stability for printers/peripherals. Provide support with hardware and software maintenance. Assist in leading, championing and adhering to all global policies and processes to resolve issues and problems. Work with a "global mindset" to help ensure we deliver the same high service to our customers, regardless of location. Providing an escalation point for engineering and operations teams.
What we're looking for:
- Previous experience within a customer facing IT Support Team leadership role/IT Support Team
- Experience using Data to drive desired 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 procedure and policies.
- Self-motivated and able to use initiative.
- Flexible and willing to work outside of the core hours if necessary.
- Knowledge and some experience of products within the Microsoft 365 suite.
- Good working knowledge of Productivity and collaboration applications such as Teams, SharePoint, OneDrive, and Exchange would be advantageous.
- Knowledge and experience of Active Directory & Azure Active Directory administration.
Skills:
- Experience with collaboration tools such as Jira/ServiceNow
- VMWare ESXi, VCentre & Horizon
- Storage technologies
- Backup tools (i.e., Commvault or similar)
- Azure AD (including, but not limited to conditional access, SSO, application registration, provisioning), M365 & Intune
- Windows Server / client
- Windows certificate services
- Active Directory (and associated technologies), Exchange Server, clustering, and file servers
- SMTP
- HPe hardware
- Network routing / 802.1x / firewalling
- Cisco call manager
- Monitoring and alerting techniques (i.e., SolarWinds)
ICT Help Desk Team Leader in London employer: Taylor James Resourcing
As a leading Global Broking firm based in London, we pride ourselves on fostering a dynamic and inclusive work culture that values collaboration and innovation. Our hybrid working model allows for flexibility, enabling employees to balance their professional and personal lives effectively while benefiting from continuous growth opportunities through hands-on experience and mentorship within a supportive team environment. Join us to be part of a forward-thinking organisation that prioritises employee development and offers competitive remuneration alongside a comprehensive benefits package.
StudySmarter Expert Advice🤫
We think this is how you could land ICT Help Desk Team Leader in London
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Taylor James Resourcing values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
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Create a personal project or case study relevant to the challenges Taylor James Resourcing might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
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We think you need these skills to ace ICT Help Desk Team Leader in London
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Taylor James Resourcing.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Taylor James Resourcing. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Taylor James Resourcing
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
