IT Service Delivery Team Lead
2 weeks ago
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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