Job Description:
Technical Team Leader
We are looking for a customer-focused and enthusiastic Team Leader for the End User Workspace Team, with a genuine interest in solving users IT issues and empathetic to customer needs and requirements. The applicant should be technically competent, possess good written and verbal communication skills and be willing to collaborate with the wider IT support teams.
Tasks include managing the day-to-day operations listed below. Ensuring the team has the right calibre of people, that those people are aware of their responsibilities and what good results look like. Coach individuals and facilitate plans training so that people can perform to the best of their abilities. Be a credible communicator with the customer at all levels. Demonstrates excellent customer relationship building skills that fosters a long-term partnership.
This role is based on-site at Edinburgh and successful candidate should have or be willing to obtain SC clearance. To meet criteria you will be a British Citizen with no other citizenships and lived in the UK for the last 5 years.
Responsibilities:
1. Manage day to day operations. Ensure ServiceNow queues are monitored and responded to within OLA’s and SLA’s. Assign ad hoc tasks as needed. Ensure weekly/monthly tasks are carried out i.e. stock audits and time tracking
2. Engage with and support internal and client facing and internal meetings: Daily operations meeting, weekly one to ones, team meetings, project scoping and delivery meetings and service go/no go meetings
3. Work within the contractual guidelines and DXC Statement of work, and identify local shadow agreements or new commercial opportunities
4. Point of contact for hierarchical escalations. Assignment of technical escalations to relevant resolver groups where required
5. Analysing Incident and Request data for trends, process and productivity improvements
6. Development of individuals by following Personal Development Plan process of goal setting, reviews and assessment
7. Document processes, update the Site Management Guide and Knowledge Articles. Highlight changes to processes or errors to the process owners
8. Support DXC improvement plans and support our Continuous Service Improvement program
9. Bring projects into business-as-usual support
10. Produce a short weekly team summary highlighting successes and risks
11. May spend up to 80% of time on people management and business objectives
12. Have a technical understanding of Microsoft Windows and Office suite deployment and common issues
13. Familiarity with SCCM for software deployment and patch management, and capable of troubleshooting issues on end user devices
14. Have a technical understanding of Active Directory, OU’s and Group Policy and troubleshooting issues that affect end user devices
15. Coordinating IMACs (Installs, Moves and Changes)
16. You will be required to occasionally travel to satellite sites (expenses are reimbursed)
17. Basic network troubleshooting and port patching
18. Providing smart hands & eyes support on Server, Storage and Networking equipment
Desired Skills
19. Previous experience managing groups of 5 to 10 people
20. Ability to foster creativity, individual contribution and team collaboration
21. Strong knowledge of End User Workplace support models and best practices
22. Hardware break/fix support of desktops and laptops
23. Software break/fix support for Windows and Office
At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.