Technical Support Services Team Lead

2 weeks ago

Hinckley, United Kingdom Syncreon Full time

DP World in the UK is at the heart of Britain’s trading future, providing the right trading infrastructure, smart logístical solutions, and the benefits of freeport status to our customers. We are the leading provider of data-driven logistics, deploying industry-leading technology to further broaden our digital vision to disrupt world trade, while ensuring a positive and sustainable impact on economies, societies, and our planet.

**Compensation**:
In addition to a competitive salary and personalised benefits, DP World offers exciting and challenging roles within a growing international organization. We strive to hire and develop the right people, locally and globally, stimulating personal growth and self-development within an informal atmosphere.

**Location: Hinkley, Hybrid working**

**Hours: 37.5 hours per week Monday-Friday**

**Contract: Permanent**

**Closing Date: 11th August 2023**

**Key Responsibilities**:

- Manage the on-call scheduling for the Europe support team
- Ensure that all TSS team members are aware of and following Incident Management process
- Provide semi-annual performance feedback to your team, resources, as required and to support launches and other IT projects
- Captures site specific network, server, and end device documentation
- Creates / updates work instructions for new tasks or as the steps for existing tasks are modified
- Ensures all documentation is in the proper format and stored in the location identified by the TSS Team Lead
- Carry out work and implement standards as established by the System and Network Engineering Teams in regard to planning and supporting the plants in the areas of Desktop, WAN, LAN, Servers, and Disaster Recovery
- Provide second level diagnostic support along with the System and Network Engineering Teams and the Service Desk in supporting the plants as it relates to; Desktops, WAN, LAN, and Servers

Projects and Launches
- Provides onsite support for new site launches and server / network refreshes
- As required, manage and support business development quoting as it relates to Infrastructure, including providing solutions detail and pricing for review by functional IT managers
- Provide resources and individual support to project teams for critical projects

Key Responsibilities:

- Manage the on-call scheduling for the Europe support team
- Ensure that all TSS team members are aware of and following Incident Management process
- Provide semi-annual performance feedback to your team, resources, as required and to support launches and other IT projects
- Captures site specific network, server, and end device documentation
- Creates / updates work instructions for new tasks or as the steps for existing tasks are modified
- Ensures all documentation is in the proper format and stored in the location identified by the TSS Team Lead
- Carry out work and implement standards as established by the System and Network Engineering Teams in regard to planning and supporting the plants in the areas of Desktop, WAN, LAN, Servers, and Disaster Recovery
- Provide second level diagnostic support along with the System and Network Engineering Teams and the Service Desk in supporting the plants as it relates to; Desktops, WAN, LAN, and Servers

Projects and Launches
- Provides onsite support for new site launches and server / network refreshes
- As required, manage and support business development quoting as it relates to Infrastructure, including providing solutions detail and pricing for review by functional IT managers
- Provide resources and individual support to project teams for critical projects

Site level standards and interaction
- Rollout clear requirements across the team on expectations around site level standards ensuring compliance and reporting issues so they can be tracked and resolved.
- Building relationships with site leadership, performing reviews and communicating IT activities and issues happening at their site.
- Tracking hardware lifecycle and planning refresh in line with the budget process and business renewal process.

**About you**:
QUALIFICATIONS
- A combination of equivalent professional training and certifications combined with a minimum of three years related work experience in a position(s) with increasing responsibility and supervisory duties.
- Highly familiar with IT Hardware, operating systems, identity access management and IT security gateways and protocols.
- Have awareness of infrastructure technologies; Azure, Virtualisation, Office 365, Windows Server, Active Directory, Web Forwarding Proxying.
- Highly organised and able to set priorities. Requires the ability to manage multiple, complex projects and engage team members on a technical level.
- Ability to deliver projects on time on budget.
- Soft skills include relationship and team building, conflict resolution, mentoring, and ability to communicate effectively to other teams, peers, and other organizations.
- Able to incorporate and follow the ITIL framework and me

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