IT Team Lead - Desktop Services

Location/s: Newcastle, UK
Recruiter contact: Alice Roostan

The Desktop Services Team Lead will play a pivotal role in ensuring that our Desktop Services employees are fully focused on maintaining high level customer service while adhering to Mott Mac Donald's policies and procedures.

Working closely with IT Operations Centre Management, the Desktop Services Team lead will oversee the day-to-day operation of the 2nd line IT Support Service.

Key duties and responsibilities include:

• Manage and monitor operational activities covering OLAs, SLTs in line with our KPI’s
• Maintain our high levels of customer service experience whilst liaising with other delivery teams
• Effectively manage communications for high impact incidents and elevate as required
• Develop the skills and knowledge of the Desktop Services Analyst, through quarterly connected conversations and monthly 1:1 meetings
• Support the MI managements process and disaster recovery operations to ensure early resolution and closure by working in coordination with various teams and leads
• Manage quality audits, coordinate induction training, performance improvement plans
• Maintain, contribute and develop the content in the service desk SharePoint site to evolve and deliver improved services to the customer and the business
• Ensure compliance to incident, request management process, timely resolution, closure, working in coordination with various teams and leads
• Manage support staff per shift to deliver effective support, managing & monitoring shift roster, assign short term work schedules for timely completion
• Knowledge of basic software, networking, and hosting concepts
• Working knowledge of active directory, O365, MS Outlook, MS Exchange and Teams
• Demonstrated problem solving skills
• Knowledge of people management
• Knowledge of ITIL Service Management best practices
• High level knowledge of endpoint hardware, networking and hosting concepts
• Exceptional written and verbal communication skills
• Previous experience working in a corporate IT team
• Experience in working in a fast-paced organisation
• Experience in a team lead role, ideally in service delivery / operations / end point computing support
• Graduate or equivalent qualification ideally in an IT related discipline
• Experience of working for a global organisation

• Passionate about technology and learning
• Ability to balance demands and priorities and think clearly under pressure
• Attention to detail and a focus on quality
• Excellent conflict resolution, communication, and collaboration skills
• Logical and analytical approach to solving problems

Mott Mac Donald Ltd. are not currently offering sponsorship to candidates under the Skilled Worker visa route in the UK. This decision is as a consequence of the changes made to the Skilled Worker route by the UK Government in April 2024. We continue to welcome applications from candidates who are eligible for alternative immigration routes in the UK, that do not require sponsorship as a Skilled Worker now or in future.

We put equality, diversity, and inclusion at the heart of our business, seeking to promote fair employment procedures and practices to ensure equal opportunities for all. We encourage individual expression in our workplace and are committed to creating an inclusive environment where everyone feels they can contribute.

We want you to perform your best at every stage in the recruitment process. If you are disabled or need any support to enable you to apply or attend an interview, please contact us at reaso and we will talk to you about how we can support you.

• We match employee pension contributions between 4.5% and 7%.
• Life assurance equal up to 4 x your basic salary, with an option to increase the level of cover to 6 x your salary.
• Our income protection scheme provides a financial benefit, as well as absence and return to work support due to long-term illness or injury.
• Flexible benefits, including increased life assurance cover, critical illness insurance, payroll saving and will writing.
• As an independently owned business we share the financial success of the…