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IT Service Delivery Team Lead

2 months ago

London, Greater London, United Kingdom INEOS Belgium Full time
About the Role

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

Key Responsibilities
  • Lead the IT Service Delivery team in delivering high-quality IT services to our global sites
  • Develop and implement IT service-related policies and procedures
  • Design and lead the Vendor & Supplier management strategy
  • Manage escalated service desk issues and ensure timely resolution
  • Oversee the office and user IT support strategy across all offices
  • Organize the support of Enterprise Systems as needed
  • Conduct pre-project analysis and scoping
  • Monitor KPIs and perform team audits
  • Manage budgets and purchasing
  • Ensure the IT support of 1000+ laptops and phones
  • 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 support for VIP users
  • Drive new projects and IT initiatives as needed
  • Administer the ITSM portal and manage the CMDB
  • Provide after-hours and on-call support as needed
  • Drive a customer-centric focus and ensure high levels of customer satisfaction
Requirements
  • Degree in a computing/technical discipline preferred
  • 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 in 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