IT Service Delivery Team Lead

2 weeks ago

London, Greater London, United Kingdom Internetwork Expert Full time

About the Role:

We are seeking an experienced IT Service Delivery Team Lead to join our team at Internetwork Expert. As a key member of our IT department, you will play a critical role in ensuring the smooth operation of our Enterprise and Office IT Support services.

Key Responsibilities:

  • Lead the IT Service Delivery team in ensuring the delivery of high-quality IT services to our global sites.
  • Develop and implement IT service-related policies and procedures to ensure consistency and efficiency.
  • Design and lead the Vendor & Supplier management strategy to ensure effective partnerships.
  • Own and manage escalated service desk issues to ensure timely resolution.
  • Ensure the office and user IT support strategy is aligned with business needs across all offices.
  • Organize and support the Enterprise Systems as needed.
  • Manage project portfolios to ensure successful delivery.
  • Conduct pre-project analysis and scoping to ensure accurate planning.
  • Report on KPIs and conduct team audits to ensure continuous improvement.
  • Monitor and manage budgets to ensure effective resource allocation.

Deliverables:

  • Manage the IT support for 1000+ laptops and phones to ensure seamless operation.
  • Manage and administer IT management Systems: AD, Azure, Exchange, Office365.
  • Manage and administer device management systems: Workspace ONE, Intune, Group Policy.
  • Administer and support printer devices and audio-visual and conferencing facilities.
  • Maintain high-quality end-user experience and arrange appropriate support for VIP users.
  • Drive new projects and other IT initiatives as needed.
  • Administer the ITSM portal and manage the CMDB.
  • Provide after-hours and on-call support as needed.

Collaboration:

  • Drive a customer-centric focus to ensure high levels of customer satisfaction.
  • Foster relationships with non-IT functions to identify opportunities for assistance.
  • Manage relationships with vendors, suppliers, and service providers.

Requirements:

  • Degree in a computing or technical discipline preferred.
  • ITIL qualification is essential.
  • Microsoft Certified Professional (MCP) – is desirable.
  • Proven IT Support experience of 5+ years in a busy IT Service Desk, Operations, or technical support environment working to ITIL practices.
  • Previous experience managing IT incidents using an ITSM workflow toolset e.g. ServiceNow/Remedy/FreshService or other SaaS Service Desk system.
  • Building, configuring, and deploying desktop environments with commonly used desktop imaging tools.
  • Good knowledge of patch management principles, ideally using Workspace ONE or any deployment tool.
  • Strong knowledge of Microsoft-based operating systems with emphasis on Windows 10 and Microsoft Office 365 administration.
  • Experience with using and troubleshooting Outlook 365 within a domain environment (e.g. permissions, calendar sharing, delegation etc.).
  • Active Directory knowledge – creating user accounts, reset passwords, create groups etc.
  • Setting up and supporting a modern workplace videoconferencing solution.
  • Supporting iOS and Android devices, including the use of an MDM solution for policy management.
  • Experience of supporting a networked, multi-function printer estate.
  • Experience of scripting, orchestration, and automation techniques.
  • Experience of working and building relationships with stakeholders, suppliers, and 3rd parties.
  • A good level of interpersonal, communication, influencing, and negotiating skills.
  • Preference will be given to applicants with an automotive, manufacturing, or engineering background.

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