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Team Leader/IT Support Lead

Global Technology Solutions Ltd

Posted on Nov 16, 2021 by Global Technology Solutions Ltd

Dublin, Ireland
IT
Immediate Start
€160 - €170 Daily
Contract/Project

We have an exciting opportunity for a Team Leader/IT Support Lead to join a well-established organisation in Dublin on a 3-6 month initial contract.

This technical, hands on position is responsible for managing the delivery of day-to-day IT operational support team working with IT staff and service provider resources..
Achieving a high degree of client intimacy, this position will support the local Operations IT Manager in day to day and performance management of the local IT team that delivers the required level delivery, follow-up, ownership and collaboration.

Your Role:
The role of the IT Tech Lead is to ensure effective, service for all site based Users and associated 'work from home' Users with emphasis on an enhanced level of support for the Executive Officers, VIPs and their Executive Assistants.

The role also includes technical Event management, assisting remote teams in support of local applications, hosting, network and security services. This position will work closely with the SIAM suppliers in maintaining effective support for the site

Responsibilities:
The individual who fills this role is responsible for managing outcomes and results, improving the overall delivery of service and all communications, and support of staff's use of enabling technologies. These include:
*Prioritization of key staff issues to successful and fast closure. Communication to all associated parties on these issues including local Leads, Executive assistants and Executives.
*Manage all IT User service deliveries from the local team - coach, counsel and mentor team members and suppliers as required to provide effective integrated services
*Hands on technical includes troubleshooting and fix implementation of Windows, User hardware, Print management, WAN/LAN/Wifi, Meeting and Conference technologies, various Aptiv applications and tooling.
*Hands and Eyes Support for remote Server and Network teams
*Develop strong collaborative working relationships with key, local staff
*Engage IT Dublin team manages a high quality operational response that demonstrates ownership, follow-on and appropriate escalation where required
*Establish and maintain regular communications with the local Lead
*Oversee site incident management, communication to IT and business leadership, status reviews, root cause analysis approvals and follow-up actions.
*Work with the local to maintain the demand forecast for User equipment to match staffing, infrastructure capacity, and event growths
*Manage business escalations and complaints
*Prioritize IT services work within the assigned sites and keep a working log of top issues and status (managed and maintained by ServiceNow).
*Ensure effective IT Change and Problem management execution, following the ITIL framework and Aptiv standards and processes
*Provide recommendations for improvements and execution of agreed actions
*Maintain an inventory for all User related equipment including (but not limited to) PCs, Phones, printers and all other related User equipment and tooling.
*Take ownership of the User Support elements of IT Projects such as building developments, PC refresh cycles, security and other patching programs.

3 to 6 Month Deliverables:
*Effective IT/business support and communication measured by personal contact with the key business contacts at the site, and establish regular meeting and reporting cadence
*Demonstrated methodology for issue prioritization
*Ensure that the IT Team security awareness is fully up to date

Your Background:
The successful candidate for this position will have the following experiences and expertise
*The IT Operations Support Lead will be an overall effective customer support champion and excellent communicator. She/he will be a proven team leader, who will possess energy, and help in delivering service excellence.
*Demonstrated experience in leading an IT Service team addressing and solving IT and business issues with suppliers and clients
*Experience of successful support C-level staff
*Excellent written and oral English skills
*Flexibility, within standard total working weekly hours, reflective of a 24/7 production environment
*Strong interpersonal, written, and oral communication skills
*General technical knowledge of IT service delivery for applications, global hosting, end user computing, and networking
*Experience of supplier management from a technical viewpoint
*Proven ability to make sound and logical judgments
*Proven ability to prioritize and execute tasks in a high-pressure environment, and make sound decisions in emergency situations
*Able to present ideas in user-friendly language
*Highly self-motivated and directed with attention to detail and excellent time management skills
*Strong customer service orientation
*5+ years of relevant work experience

Educational Requirements:
*ITIL Foundation certification is a plus

So if you are a Team Leader/IT Support Lead looking for your next exciting contract please apply today

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Global Technology Solutions is acting as an Employment Business in relation to this vacancy..

Reference: 1400798575

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