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IT Team Lead

2 months ago

Ellesmere Port, Cheshire, United Kingdom EMS Healthcare Full time
About the Role

We are seeking an experienced IT Team Lead to join our team at EMS Healthcare. As a key member of our IT department, you will be responsible for overseeing the effective management of our IT team and ensuring that all of our endpoints and systems are working to the required standards.

As a Technical Team Manager, you will play a crucial role in delivering fast and effective support to our users and clients. You will be responsible for leading, supporting, and working alongside our IT engineer agents, providing technical guidance, hands-on assistance, and fostering their development and motivation.

Key Responsibilities
  • Ensure best-in-class on-site support services are delivered.
  • Lead, support, and work alongside IT engineer agents, providing technical guidance and hands-on assistance.
  • Responsible for live incident management, service requests, maintenance of live services, and projects.
  • A strong promoter of a customer-first approach to support.
  • Build relationships with key stakeholders and business leaders to ensure the right day-to-day support is provided.
  • Implement processes, training, skills, and support for reporting team members to allow for efficiency and growth of the team.
  • Actively support customer-facing teams to ensure customer issues are resolved in a timely manner.
  • Support deployment and administration across cloud solutions and datacenter (Microsoft Azure).
  • Results-oriented reporting for the team and work to be done.
  • Manage major incidents within the UK and Ireland businesses and ensure escalation processes and procedures are followed.
Requirements
  • Minimum 2 years in 2nd line support.
  • Experience of leading, developing IT professionals.
  • Good working knowledge of ITIL processes with strong security awareness - vulnerability tools/patching tools.
  • Good understanding of IT Service Management principles.
Skills
  • Strong interpersonal/relationship management skills with the ability to negotiate and influence others.
  • Excellent communication skills both to customers and management.
  • Active Directory Administration including DHCP, DNS, and Group Policy.
  • Office 365 Administration.
  • Knowledge of Office 365 product suite & licenses - including Teams, SharePoint, and Azure security features (MFA, EMS, Intune, Conditional Access).
  • Knowledge of Microsoft Server operating systems (2012 through to 2019).
  • Experience of virtualization; VMWare/Hyper-V configuration and troubleshooting.
  • Strong knowledge of Azure & Office 365 platforms.
  • Strong Microsoft products background knowledge.
  • Network knowledge and troubleshooting skills (LAN, WAN, VPN, TCP/IP, DNS).
  • Self-motivating and determined to deliver high-quality results.
  • Strong understanding of Windows client Environments and AD.
About EMS Healthcare

EMS Healthcare is committed to creating a future where good health is within everyone's reach. We enable the development and delivery of medical solutions deep within the heart of our communities. Our mission extends beyond mere accessibility; we are creating a tomorrow where good healthcare is a universal right for all, not a privilege for the few.

We are a team that cares about each other, the world around us, and the work that we do. We are a Living Wage Foundation employer and Investment in People, Silver Accreditation Holders. We have been carbon neutral since 2021 and aim to be net zero by 2045.

Benefits
  • Flexible hours and days negotiable (up to FTE of 39.5).
  • Bank holidays, plus 25 days annual leave, increasing to 28 after 5 years.
  • 1 Occasion Day each year; this could be your child's first day of school, their nativity play, or your own birthday - the choice is yours.
  • Opportunity to buy 3 additional annual leave days.
  • Enhanced maternity and paternity leave.
  • A health scheme funded by EMS Healthcare, where you can claim back health treatments including dental, massages, and physiotherapy.
  • From leisure to home appliances and clothes - everyone gets access to personalized benefits, rewards, and discounts via a Benefits Hub.
  • Every employee gets a birthday gift each year from the company.
  • Long-service awards.