Role Summary 
We have a fantastic opportunity for a End User Support Lead to join our EMEA team in London. The person  in this role will work as part of the IT Support team and will be a key point of contact for the End User community. Alongside the team, the person in this role will support the activities of desktop services. This position would be great for someone with some experience in an IT Leadership support role who is keen to develop their leadership skills further. The ideal candidate will be passionate about delivering the highest standard of IT support, with a genuine interest in technology and its application and use in the business, as well as customer oriented with a desire to learn and develop a career in technical service delivery. You will also be part of on call (1 week in 5), Monday to Sunday 08:00 to 18:00.

What you will be doing

• Work within the End User Support Engineering team, you will be a key point of contact for user incidents & service requests. 
• Drive and maintain set delivery standards through all incident and request queues, ensuring that no calls are unanswered or unassigned. 
• Ensure adherence to the set KPI’s and CSF’s to support the IT strategic direction and objectives. 
• Continuously look for and drive development / training improvements for the entire team. 
• Help to lead, triage and resolve user incidents & service requests, taking ownership, trouble shooting and liaising with other IT teams to resolve and manage user expectations. 
• Create and maintain accurate and concise ticket update/knowledgebase documentation within ServiceNow, with high focus on regional specifics. 
• Educate colleagues on best practise, adoption and utilisation of technology, applications, and services. 
• Work with the IT Manager to identify trends and spot potential problems. 
• Improve and iterate on service support provision to the office. 
• Ensure computers, printers and other peripherals are operational. 
• Provide support with hardware and software maintenance. 
• Assist in leading, championing and adhering to all global policies and processes to resolve issues and problems. 
• Work locally and at a global level, the role will provide support, knowledge, and delivery request based services that we can measure, improve, and iterate on. 
• Ensure the mechanisms and measures are in place to ensure IT teams and on-site colleagues work safely and securely within the boundaries of the existing security parameters, security principles, and policies such as but not limited to – Acceptable Usage, Security Incident 
Management, Data Breach and Vulnerability management events. 
• Act as the first management point of escalation and complete ownership for EMEA user incidents, service requests and service quality, with a set, agreed backlog of service improvement. 
• Additional / ad hoc duties as needed to meet the needs of the business. 

Team Management Responsibilities:

• Ensure succession, training and development plans are in place with each colleague in the team. 
• Mentor, train, and coach teams locally on service management and technical development. 
• Take the lead in local initiatives for the improvement of the team. 
• Support the broader leadership team in achieving global level targets and ensuring companywide updates and passed and explained to all teams. 
• Drive best practise approach through the teams across all avenues of work. 
• Lead teams in actively encouraging, motivate and support a culture of learning and knowledge 
sharing. 

What we are looking for:

Experience & Knowledge 
• Previous experience within an IT Support role. 
• Previous experience within an IT Support Team leadership role. 
• Good knowledge of ServiceNow ITSM. 
• Customer oriented, with a passion for delivering excellent service and for continuous improvement of services. 
• Excellent communication skills, able to provide technical support over the telephone, chat, or face to face. 
• Professional manner with a strong work ethic. 
• Good problem-solving skills, with a solution focused approach. 
• Ability to adapt and handle a constantly changing flow of support calls and walk-up technical assistance. 
• Ability to multitask effectively during busy times and remain calm during stressful situations. 
• A team player who can work within a framework of procedure and policies. 
• Self-motivated and able to use initiative. 
• Flexible and willing to work outside of the core hours if necessary. 
• Knowledge and some experience of products within the Microsoft 365 suite. 
• Good working knowledge of Productivity and collaboration applications such as Teams, SharePoint, OneDrive, and Exchange would be advantageous. 
• Knowledge and experience of – o Active Directory & Azure Active Directory administration 
• Able to learn quickly and work within a fast-paced environment. 
• Desire to learn and to undertake on-the-job training and continuous personal development. 

Skills 
Knowledge/experience of the following are required: 
• Active Directory, Exchange (both on-prem and O365), 
• Omnissa Horizon 
• MS Office standard workloads (EO, EoP, Office, Powerpoint)
• Apple hardware & OS (Mobiles/Mac’s)
• HP Desktop / Laptop Hardware (Provisioning and maintaining)
• Multi Factor Auth setup (MS MFA, DUO) 
• MS Intune 
• Collaboration tooling such as Webex, Team Viewer, Zoom and MS Teams
• Windows 11
• ITIL V3 or Above 
• ITSM Platform
• Maintaining Anti-Virus applications
• Maintaining Core desktop applications
• Web filtering systems
• Basic Networking skills
• Asset Management 
• Working knowledge with hands on MAC Support

Knowledge/experience of the following are advantageous:

• ServiceNow ITSM tool
• CUCM
• CCST 
• Cisco AMP
• Call Centre tools

Soft Skills
• Good time management
• Excellent customer service