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Euc Team Leader

2 weeks ago

London, United Kingdom Link Group Full time

**Overview**
- R&SS (EMEA) Pensions Administrations was acquired from Smart Pension Ltd. in January 2020. The administration processes and underpinning operational support systems inherited to discharge the administration services are rudimentary and not fit for purpose.- An Enterprise Target Architecture has been defined and approved with funding secured to deliver. This role is an opportunity to be foundational in creating the technology estate for an entirely new ‘green-field’ architecture for a truly Fintech focussed business.- As EUC Team Leader, you will be focused on bringing the absolute best of support and service to our staff within second-
- This role will also present an opportunity to travel as part of the role, (all accommodation and travel to sites will be paid for by the company) and this will also give you the opportunity to work across multiple sites and get to know all our internal customers and better understand the needs of the business. The frequency of travel to other sites will be dependent on business needs.**Key Accountabilities and main responsibilities**
- Operational Management- Deliver customer excellence and adhere to best practice principles
- Efficient and effective ticket management and resolutions to maintain key performance indicators
- Ownership of support tickets and regular communication on progress
- Proactive mindset with the ability to close knowledge gaps and reduce waste
- Contribute to technical support articles in the knowledge management database
- Drive service improvement by developing process and procedure documentation
- Support the major incident management and problem management process as required
- Specific Tasks and Accountabilities:
- Efficient and effective delivery of second and third-line operational support including (but not limited to) desktop and client support, local server and network support, desk-side delivery, and desk-side training of end users.
- Day to day task management of the EUC Team, ensuring all members of the team are performing to the best of their abilities and escalating to Line Manager as and when required.
- Maintaining a weekly rota ensuring enough EUC support is provided during periods of annual leave in partnership with the Service Delivery Manager.
- Stock level management
- Taking ownership of IT stock levels for BAU stock, informing the Service Delivery Manager as and when more stock needs to be ordered.
- Asset Management - Ensuring asset management tool is maintained and up to date.
- Provide feedback on EUC staff performance to Service Delivery Manager ahead of half year and end of year reviews.
- Providing a technical input for future hiring decisions made for the EUC Team in partnership with Management.
- Collect and maintain accurate, detailed information about all assigned support tickets to provide relevant information to other IT support teams and facilitate effective service management reporting.
- Proactively support the investigation of problems and help identify workarounds, fixes, and root causes
- Implement solutions as agreed with the Problem Management Team
- Manage user relationships and engage with the IT operations and Service Management team and third-party providers as required
- Contribute to project related activity and formally capture knowledge to assist operational teams
- Exceptional customer-facing manner and ability to providing both face to face and remote assistance to staff.
- Support Disaster Recovery activities as required.
- The above list of key accountabilities is not an exhaustive list and may change from time to time based on business needs. In addition, as the role is part of a global team travel and flexibility to work outside standard hours may be required in this role.**Experience & Personal Attributes**
- Essential Skills and Characteristics:
- Highly accurate and performance driven and can lead by example
- Calm and confident manner with the ability to set expectations and provide reassurance
- Ability to self-manage but also to support and mentor colleagues and the wider IT function.
- Technically skilled EUC Team Leader with considerable experience supporting modern desktop environments, SCCM, InTune and Active Directory.
- Logical thinker with a clear and structured approach to troubleshooting complex environments.
- Understands and embraces continuous service improvement principles.
- Desirable Skills and Characteristics:
- ITIL accreditation (V4 foundation)
- IT Project experience
- Administration of InTune and SCCM

Link Group is a leading fund administration and share registry specialist. We are a market leading provider of technology-enabled administration solutions, continually developing our offerings to expand with our clients' needs. Since our inception, Link Group has been entrusted by clients to handle sensitive data in a secure and confidential manner. Our core businesses of fund administration and securities registration are complemented by our expertise