IT Team Lead

3 days ago

North East, United Kingdom Mott MacDonald Full time

**Do you want to work for a company whose purpose is to improve society by considering social outcomes, and to transform businesses, communities, and opportunities for its employees? Mott MacDonald is a global consultancy whose people do exactly that.**

This will include (but not limited to) providing support for:

- Business Applications - Connect Business, FiFi, BMS services, Reporting and analytics

Responsibilities include (but not limited to) regular monitoring of performance, career development and support of individual team members. This will be achieved by regular meetings, reviews, feedback, mentoring and communication with the team.- Prioritise functional and hierarchical escalations from customers to ensure that they receive the highest level of customer service.
- Compliance to defined KPIs (Key Performance Indicators) for support and service availability.
- Trend analysis, reporting, service review activities, feeding into SI initiatives.
- Manage ROTA for resources for providing adequate cover for support per shift.
- Escalate any issues to IT Manager - Operations if required.
- Monitor and ensure timely and effective resolution of all customer incidents and requests.
- Work with other IT teams to provide global support and get technical escalations resolved.
- Actively pursue CSI (Continual service improvement) initiatives as part of SI initiative.
- Coordinate service transition and shift left initiatives.
- Management of all HR (Human Resources) elements including payment of allowances, annual leave approvals and support other people related aspects.
- Maintain skills matrix and update it regularly, identify skill gaps or new training requirements and organise the same for the team.
- Manage internal communications for IT support related issues
- Contribute to acceptance into service of new software and services.
- Other duties as required

**Education, Experience and Skills**
- University degree or diploma in computer science or Engineering
- Substantial experience in a lead/management role.
- Thorough Knowledge of ITIL Service Management best practices. ITIL V3/V4 foundation certification preferred.
- Demonstrated problem solving skills.
- Knowledge of Service Management best practices
- Experience of working in a large-scale enterprise environment preferred.

**Personal Attributes**
- Confident and perseverant.
- Passionate about technology and learning.
- Strong analytical ability with effective communication and interpersonal skills
- Ability to motivate and support employees.
- Ability to lead a team of Technical Resources.
- Excellent customer service skills.
- Excellent written and communication skills.
- Ability to think clearly under pressure.
- Flexibility of working to varied shifting priorities, demands and timelines.

**Job Profile**
- Mott MacDonald’s support services are the driving force behind our organisation enabling us to run efficiently and effectively. The team works collaboratively to offer specialist advice, best practise and technology to all areas of our business specifically designed for our global reach.
- 
- We are an equal opportunity employer and value diversity at our company. We do not discriminate, and take positive steps to create an inclusive culture.
- The desktop support services are the second line of IT support under IT Operations and provide support for endpoint devices in the environment, do proactive monitoring and event management support.

**Job Ref**
- 63689BR

**Recruiter Contact**
- Chantelle Brown

**Country**
- United Kingdom

**Region/State**
- England - North East

**Discipline**
- Information technology

**Sector**
- Corporate Services

**Website Region**
- Europe and Central Asia

**Website Sector**
- Corporate services

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