Infrastructure Support Team Lead – Permanent Role (Slough)

Infrastructure Support Team Lead – Permanent Role (Slough)

Our client is a highly regarded and expanding international finance organisation with an enviable reputation in the market place. With their increasing workload they are looking for an Infrastructure Support Team Lead to join their ICT Service Delivery team.

You will be expected to lead and deliver the best in class support to their UK customers, working in partnership with infrastructure services & other partners.  You will also be expected to ensure exceptional IT service quality, & customer service is delivered at all times by the service support team.

Your main responsibilities will include:

  • Provide best in class customer support service to a high level at all times
  • Co – ordinate IT Operations daily activities to deliver best in class IT services for UK internal and external customers
  • Manage and motivate team to provide great customer service and lead by example at all times
  • Allocate and monitor the team’s workload ensuring the work is evenly distributed
  • Provide 2nd level support for all in scope operational systems
  • Work in close partnership with IT Service Desk (1st Line Support) & Infrastructure teams to ensure IT service availability, and continuous service improvement
  • Complete analysis, planning and service reporting as required agreed standards
  • Support the updating and management of the service catalogue
  • Manage IT Service Delivery 3rd Party Suppliers acting as a point of escalation
  • Keep aligned to market developments & adopt best practice
  • Support the global business and maintain strong external focus and relationships

 Your experience & skills to date should include:

  • ITIL II or III Foundation Level desirable
  • 4 years’ experience of IT Second Line support role
  • Experience of Team Lead positions
  • Mentoring or coaching junior analysts
  • Supported Citrix or virtualised environments
  • Administration of LanDesk or similar service delivery tools would be useful
  • Good inter-personal & communication skills, experienced in communicating with senior stakeholders and customers, as well as the team.
  • Good understanding of ITIL Service Delivery and Service Support disciplines
  • Good understanding & knowledge of IT infrastructure, including Windows Client & server technologies, LAN/WAN technologies and Citrix and thin client technologies
  • Conscientious, motivated & lead by example
  • Strong engagement and outcome-based delivery ethic
  • Experience of building strong and effective relationships with team, stakeholders, customers and partners
  • Ability to articulate complex technology problems clearly and simply
  • Commutable distance to Slough

This is a permanent role located in Slough with a very comprehensive package with good long term career growth opportunities for the right candidate.


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