IT Technical Support Team Lead (m/w/d)

Job Description

The role

In this exciting role, you will be at the heart of our operations, working closely with domain service owners and the IT Support Manager for EUAF. Your mission? To keep our team updated with the latest service information and ensure all handover documentation is spot on. As the go-to person for regional operations, you will make sure our hardware, software, and processes are top-notch and compliant with standards.

You will build strong bonds with the Service Support and Technical Solutions teams, ensuring we meet our SLAs and deliver exceptional service. Coaching our technical support staff will be key, helping them master processes for efficient and effective service delivery. You will also be on the lookout for cost-saving opportunities, working with the IT Support Manager to boost efficiency through technology, automation, or process improvements.

Collaboration is crucial, and you\’ll partner with other Technical Services and Technical Solutions leads to drive service improvements, enhancing business delivery and knowledge sharing. You\’ll play a vital role in maintaining business continuity, working towards 24/7 coverage in the region.

Supporting regional and global projects will be part of your day-to-day, ensuring smooth service transitions to technical support within the region. You will identify ways to enhance customer service and support for global services by increasing our regional presence and addressing any gaps in team needs, infrastructure, and application requirements.

Your technical expertise will shine as you provide support for application implementation, upgrades, and maintenance. You will track SLAs, measure team progress, and communicate improvements. Staying ahead of business changes, digital transformation, and technology needs, you will foster strong communication across IT support functions to ensure timely incident resolution and operational availability.

Promoting Information Security awareness will be another key aspect of your role. You will collaborate with Internal Audit to address IT-related risks and findings, ensuring Information Security is woven into our technical support and operational processes.

Join us and be a part of a team that\’s dedicated to excellence and innovation!

Who we’re looking for:

• A degree or equivalent qualification in Information Technology or a related field.
• Experience in IT Infrastructure, with a focus on technical support and operations.
• Strong technical skills across various IT domains.
• Intermediate level management and remote management experience is required.
• ITIL Certifications would be advantageous.
• Strong English language skills, both verbal and written.
• A second language would be beneficial.
• Good stakeholder management skills.
• Effective communication and collaboration skills.
• Strong attention to detail and organisation skills.
• Ability to adapt to changing technologies and environments.

What we’ll offer you:

• Extensive career & training opportunities both nationally and internationally.
• Competitive salary accompanied by an attractive package including contributory pension scheme, life assurance, and private medical insurance.
• Flexible working hours and the potential to work 2 days a week from home in accordance with your manager and corporate policies.
• 25 days annual leave.
• Option to buy or sell up to 5 days annual leave.
• Discounts portal.
• Cycle to work scheme.
• Subsidised restaurant in Wallingford.
• Free parking.
• Option to lease an electric car.

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