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Systems Support Lead

2 months ago

Leatherhead, Surrey, United Kingdom KBR, Inc. Full time
About KBR and the Project

KBR, Inc. has developed and implemented an innovative, cost-effective solution for the strategic management of estates and facilities services. The Estates Intelligence model and our 6 A methodology; Aggregation, Automation, Asset Management, Assurance, Audit and Analytics, enable the strategic management of estates and facilities services, which is an evolving model in the FM market.

As part of the ongoing growth of its Estates Intelligence, KBR, Inc. is actively recruiting to expand its team to deliver current and future public sector Estates Intelligence contracts.

Job Overview

The team is looking for a Systems Support Lead with experience in leading a team to carry out day-to-day operations and provide 1st line and 2nd line support to consistently meet our client obligations. The role is responsible for the personal development of direct reports, internal and external stakeholder management, service transition, operational planning & reporting and working with suppliers to deliver the service obligations to KBR, Inc.'s clients.

Key Responsibilities

  • Directing day-to-day operations according to KPIs and SLAs.
  • Supervising workload of 5+ support analysts.
  • Providing line management for Support Analysts, including performance reviews, training, and handling escalated queries.
  • Adhering to tight deadlines for continuous improvement, conducting root cause analysis, implementing changes, and ensuring effective communication across the organization.
  • Identifying process issues, providing feedback, and fostering strong relationships with internal and external teams.
  • Monitoring ticket management and operational tasks.
  • Planning and reporting operational activities.
  • Overseeing acceptance of new or modified scope into service.
  • Enhancing team quality and processes for continuous improvement and customer satisfaction.

Requirements

  • ITIL Foundation or Practitioner certification.
  • Experience in using Jira or similar tool to manage tickets raised by customers.
  • Hold held or are eligible to apply for Security Clearance to CTC level.

Desirable Qualifications

  • Degree qualified in IT / Computer Science / Cyber Security.
  • Experience working within a Dev(Sec)Ops environment.

Work Environment

The role is based at KBR, Inc.'s office with hybrid (2-3 days office and WFH) schedule and occasional travel to other locations.