IT Operational Team Lead

2 months ago


Edinburgh, United Kingdom Computershare Full time

**Location: Edinburgh City Centre (24x7)**

We’re committed to your flexibility and wellbeing. You’ll experience this through our supportive approach, continuous learning opportunities, empowerment in your role and the ability to balance work and life.

**We give you a world of potential**

We have an opportunity for an experienced or aspiring IT Operational Team Lead to join our Global Technology Support function in Edinburgh.

Our environment and culture here is one of passion, enthusiasm, and growth, so if that aligns with your leadership style then we want to hear from you today

There is opportunity in abundance here and being part of a truly global company will open doors for you to further develop your career in whichever direction you choose.

**A role you will love**

The primary goal within this role is to manage a team of IT Operations Analysts, motivating, inspiring and developing your team to meet the common objectives of Global Technology Services.

Our Global Service Centre are responsible for managing all first-line service and support tasks for our customers globally, ensuring business critical systems remain available. You will be a trusted partner to the team and business providing a credible, reliable, and personable service in line with our values.

Customer experience is paramount and therefore we expect that you will build your knowledge across our tasks, processes, and procedures to not only support your team, but to enable you to support the business with any escalations, concerns, and queries.

Day to day you will work closely with teams across Global Technology Services as well as wider support teams across the business, building and maintaining solid working relationships.

You will drive the teams continual service improvement objectives, highlighting potential improvements and drive team engagement alongside our Employee Experience teams initiatives.

**Other accountabilities include**:

- Drive best practice in all incoming Global Technology Support related contacts
- Provide coaching to your team and promote their personal development
- Work with the Technical Trainers to ensure your teams are skilled in the relevant areas and resource is allocated as needed
- Attend regional and global meetings, ensuring knowledge is shared across the team
- Produce and contribute to regular MI reports Work closely with Senior Management to support with recruitment, training and focus on KPIs being met

**What will you bring to the role?**

We are looking for you to demonstrate your passion and enthusiasm for people, technology, and continuous improvement. If you can do this, then you are half-way there to be able to fulfil the needs of this role.

Whilst you don’t have to have worked in this role previously, you will have some experience of leadership within an Operations environment.

This is a truly global team, and we operate 24/7 to meet the demands of the business and you will need to be able to commit to working flexible hours and shifts (including weekends and bank holidays).

We are primarily a Microsoft based business, so a sound understanding of MS tools and systems is required, along with a strong appreciation and/or working knowledge of ITIL framework and best practice.

**Skills and experience required**:

- Ability to demonstrate service excellence and customer satisfaction
- Process and Procedure driven with the ability to highlight improvements
- Previous experience of troubleshooting hardware/software/network issues would be ideal
- Great communication skills both written and verbal
- Broad understanding of people, process and technology within Computershare
- Collaborates and communicates well, builds great working relationships, influences others, challenges effectively and responds well to challenge from others

If this sounds like you, then do not hesitate to apply You would be joining a truly incredible team who work hard but have a lot of fun along the way.

**Rewards designed for you**

**Employee Share Plan. **Set aside salary to purchase shares in our company and you’ll receive a company contribution as well.

**Health and Wellbeing. **Our health and wellbeing rewards can be tailored to support you and your family.

**Save for Your Future. **We will support you along your retirement savings journey.

**Paid time away from work. **Our employees enjoy a competitive paid time off package, including a day each year to volunteer time for a good cause that is important to you.

**Employee Discounts. **We’ve partnered with other organisations to offer you extra savings. Enjoy discounts with banks, car manufacturers, on flights, accommodation and days out as well as with many big brand shops.

**Extra Rewards. **From tuition reimbursement to cash bonus recruitment referral programs, our comprehensive benefits package offers a multitude of options.

**A company to be proud of
Computershare (ASX:CPU) is a world leader in financial administration with 14,000+ emp



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