IT Team Lead

3 days ago

Newcastle upon Tyne, 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.

The Service Desk Team Lead works closely with Service Desk employees, Desktop Support Team Leads, 3rd Line Team Leads and the Operations Centre Management. The role plays a pivotal part in ensuring that our Service Desk employees are fully focused on maintaining high levels of customer service.

This includes holding weekly meetings with direct reports to discuss progress on assigned tasks, shaping personal improvement plans for direct reports, providing ad-hoc mentoring and support on Mott MacDonald’s policies and procedures as well as giving general guidance on how to improve standards to provide a better customer experience.

Working closely with IT Operations Centre Management the Service Desk Team lead will oversee the day to day operation of the 1st and 2nd line IT Support Service.

The Service Desk Team Lead will play a pivotal role in ensuring that our Service Desk employees are fully focused on maintaining high levels of customer service while adhering to Mott MacDonald's policies and procedures.

Responsibilities include (but not limited to) regular monitoring of performance, career development and support of individual team members. This will be achieved by regular reviews, feedback, mentoring and communication with the team.

In addition there will be opportunity to improve process, systems and tools with a focus on delivering the best customer experience possible.
- Manage and monitor operational activities covering OLAs, SLTs in line with our KPI’s.
- Maintain our high levels of customer service experience whilst liaising with other delivery teams
- Effectively manage communications for major and high impact incidents and escalate as required.
- Develop the skills and knowledge of the Service Desk Analyst, through quarterly connected conversations and monthly 1:1 meetings.
- Lead the MI managements process and ensure early resolution and closure working in coordination with various teams and leads.
- Manage service desk resource to ensure correct staffing levels per shift to deliver effective support.
- Manage reporting and communication requirements from the Service Desk, including quality audits, induction training and PIP’s.
- Manage disaster recovery operations in various locations with support from the WPS teams
- Maintain, contribute and develop the content in the service desk SharePoint site to evolve and deliver improved services to the customer and the business.

Essential
- High level of experience in a team lead role on a service desk, preferably across multiple locations
- Knowledge of ITIL Service Management best practices
- High level knowledge of endpoint hardware, networking and hosting concepts.
- Experience in providing support on Windows 10, O365 services, Teams and remote support.
- Exceptional written and verbal communication skills.
- Demonstrated problem solving skills
- Previous experience working in a corporate IT team
- Experience in working in a fast paced organisation

Desirable
- Graduate or equivalent qualification in an IT related discipline.
- SDI certification I think we can remove this
- ITIL V3 or V4 Foundation level, Service Operations, CSI
- Experience of working for a global organisation.

Personal Attributes
- Exceptional customer service skills.
- Ability to motivate and support employees across multiple locations
- Ability to effectively prioritise and execute tasks.
- 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.

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