Lucy Electric - Global IT End User Support Team Leader

Job Purpose :

The Global IT End-User Support Team Leader is responsible for leading the day-to-day operational delivery of IT End-User Services, and direct line management of a geographically dispersed team providing on-site technical support.

This role will prioritize the management and performance of the team to ensure End User Computing (EUC) services deliver business value and enable users to exploit the full range of services available to them (e.g., User hardware, Operating Systems, Applications, Smartphones, Training).

This includes leading and driving EUC innovation that contributes towards an overall positive End User Responsibilities :

• Delegated management of the IT End-User Services Team in the absence of the Global IT End-User Services Operations & Development Manager (if required).
• Direct team and individual work priorities to ensure assigned IT End-User Support activities and priorities are progressed within agreed service levels (Incidents, Changes and Service Requests).
• Schedule and lead team 1 : 1s, providing regular feedback, guidance and support.
• Follow Global Performance Management processes and practices to address any area of concern, including implementation of performance improvement plans.
• Collaborate with the Global IT End-User Services Operations & Development Manager to ensure objectives are set and understood, and that related personal and professional development plans are in place for your team.
• Work closely with global business users and other IT teams to exploit existing and new technology.
• Identify and exploit opportunities for automation and digitisation of key processes and activities.
• Be the operational escalation point for your team, ensuring timely and effective decision are made to minimize interruptions to IT Service and business continuity.
• Work on and manage BAU activities and tasks, providing knowledge and support to other team members where required
• Provide training and mentoring to new hires
• Provide enhanced and expedited support to VIP and critical business users
• Management of operational continual improvement initiatives within both your team, and those impacting the broader Group IS department.
• Continue to challenge yourself and improve in all applicable technology areas to ensure you have appropriate knowledge and skills necessary to complete all assigned tasks and support the broader team.
• Adhering to service management processes and standards.
• Ensuring excellent incident management to minimize business impact
• Build and maintain effective and trusted relationships with colleagues, to aide IT support and the delivery of high standards of service
• Create, Deliver and maintain accurate reporting on End-User Services activities highlight successes and risk
• Create and update Knowledge Items and other relevant Skills and Experience :

The following skills, knowledge and Expertise are essential for this role :

Leadership and Management :

IT Service Management Skills :

(ref : hirist.tech)