IT Team Lead

Location: Newcastle upon Tyne

Mott Mac Donald is a global engineering, management, and development consultancy with over 20,000 employees across more than 50 countries and 140+ offices.

We work across incredible global industries, delivering exciting work that is defining our future and making an important societal impact in the communities we serve. Our people power our performance – we succeed when they do. With countless opportunities to collaborate, learn, and grow, the possibilities for excellence are as varied as every individual.

Whether you want to grow as a subject matter expert or broaden your experience with roles across our international community, you’re surrounded by global specialists who want to combine their expertise and champion you to be your best. As a proudly employee-owned business, we benefit our clients, our communities, and each other, investing in creating the right space for everyone to feel empowered, included, and valued.

Whatever your ambition, Mott Mac Donald is where people come to be brilliant.

About the business unit

Mott Mac Donald’s support services are the driving force behind our organisation enabling us to run efficiently and effectively. The team works collaboratively to offer specialist advice, best practice and technology to all areas of our business specifically designed for our global reach.

Overview of the role

This is a fantastic opportunity for someone looking to take the next step in their career, with real scope to lead and support a team. You’ll play a key role not just in delivering excellent Desktop Services, but also in guiding, developing and motivating others , and helping to create a positive, high - performing team environment.

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 escalate 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

Candidate specification

Essential:

* 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

Desirable:

* 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

* ITIL V3/V4/V5 foundation certification

Personal attributes:

* Passionate about technology and learning

* Ability to balance demands and priorities and think clearly under pressure

* Attention to…