Find More Than 10K+
United Kingdom Jobs

Responsibilities / What you will do:

Proactively manage a team of IT support technicians to provide resolution of both proactive and reactive technical issues to the end user desktop and supporting infrastructure and services. You will:

• 
  Manage the work of the regional IT Service teams based in Deforest WI and Hendersonville TN
• Provide line management for the teams in North America
• Ensure timely delivery of successful outcomes in the region
• Ensure that escalation and engagement are of the highest standard
• Maintain and support the development of global IT standards
• Act as a first line of escalation for technical and operational issues
• Act as Incident Manager for the AMERS timezone, including incident management, major incident management, end user and senior stakeholder engagement
• Provide project support for both regional and global initiatives
• Provide “remote hands” to support the activities of Hybrid Infrastructure project in the region
• Undertake occasional travel in North America (including Canada) in support of the above activities
• Act as escalation for more complex technical queries from Service Desk
• Supervise and support colleagues/peers supporting office 365 and SharePoint;
• Through management of testing and implementation plans for new and changed software, ensure training plans and IT knowledge systems are amended; Communicate proposed system changes and benefits to end users where required
• Promote a system and culture of “shift left” thinking within IT teams, ensuring that tasks which can be devolved are handed off or taken on within the team, using an agreed process/structure, and supported where necessary by documentation.
• Deliver technical knowledge sharing to IT teams where appropriate
• Act as a role model to other colleagues and provide leadership and coaching as necessary.
• Ensure that all BAU tasks can be undertaken by a functional network of colleagues, irrespective of time zone, to ensure sufficient cover for holidays, sickness or other absence.
• Create and maintain support documentation
• Ensure new/changed systems are documented and incepted using global change management process
• Regularly review the teams performance against globally agreed user experience KPIs and feedback, and take steps to improve as appropriate
• Engage with other regional Support Leaders to discuss and align processes and share local or bespoke systems knowledge to enable out-of-hours and “follow the sun” support
• Other duties as appropriate

Soft skills

• Be able to manage, motivate and inspire a team to deliver great service for our people in North America.
• Great communication skills to stakeholders at all levels and an ability to express complex technical concepts, verbally and in writing, in an effective and understandable manner for different audiences and interact effectively with team members from technical and non-technical disciplines.

• Provide technical escalation for your team and the business

• Proactive approach
• Ability to create/improve processes and procedures to increase efficiencies
• Strong technical acumen
• Excellent project management, time management, organizational, and planning skills
• Demonstrated ability to manage multiple tasks with very short timelines/deadlines

• Excellent collaboration skills as part of a wider global IT Services and Support function

• Hands on experience in IT services and support
• Detailed working knowledge of Windows desktop operating system, Office 365 essential
• Working knowledge of scripting (PowerShell) desirable
• Understanding of Azure desirable
• Working knowledge of physical infrastructure (networks, servers) desirable

Preferred qualifications/experience

• Minimum 5 years IT support experience